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dc.contributor.authorLukanova, Georginaen
dc.date.accessioned2011-08-16-
dc.date.accessioned2011-09-05T12:41:47Z-
dc.date.available2011-09-05T12:41:47Z-
dc.date.issued2010-
dc.identifier.citation|aUTMS Journal of Economics|c1857-6982|v1|h1|nUniversity of Tourism and Management|lSkopje|y2010|p19-28en
dc.identifier.urihttp://hdl.handle.net/10419/49189-
dc.description.abstractThe paper analyses the hotel service-performance process in Bulgarian hotels, which is based on the results of the research about tourists' opinion on basic moments in service process. One of the most important characteristics of hotel industry is the leading role of the human factor in service-performance process. It cannot be accomplished without the participation of the customer and without the participation of the staff. This makes the evaluation of service process strongly subjective. Because of this, customer needs satisfaction is a big challenge for the hotel management. Under the present conditions of an increased competition, satisfying customers means offering service- performance process, which not only meets, but also exceeds guests' expectations. This can be achieved by a preliminary study of their requirements and expectations.en
dc.language.isoengen
dc.publisher|aUniversity of Tourism and Management |cSkopjeen
dc.subject.ddc330en
dc.subject.keywordhotel industryen
dc.subject.keywordhotel service operationsen
dc.subject.keywordservice-performance processen
dc.subject.keywordsatisfaction from serviceen
dc.titleEvaluation of hotel service-performance process in Bulgaria-
dc.typeArticleen
dc.identifier.ppn666056269en
dc.rightshttp://www.econstor.eu/dspace/Nutzungsbedingungenen
econstor.citation.journaltitleUTMS Journal of Economicsen
econstor.citation.issn1857-6982en
econstor.citation.volume1en
econstor.citation.issue1en
econstor.citation.publisherUniversity of Tourism and Managementen
econstor.citation.publisherplaceSkopjeen
econstor.citation.year2010en
econstor.citation.startpage19en
econstor.citation.endpage28en

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