Pregledni rad
Service design in hotels: A conceptual review
Meryem Akoğlan Kozak
; Department of Hospitality Management, Faculty of Business Administration, Eskişehir, Turkey
Dilek Acar Gürel
; Department of Tourism and Hotel Management, Eskisehir Vocational School, Eskişehir, Turkey
Sažetak
Service design is a significant method of increasing service value in hotels. This article aims to review the service design in hotels, drawing from both the service design theory and the various efforts by hotels as antecedents of service design. Despite the relative increase in hotel service quality in recent decades, customer value perception has not increased as expected. One of the main reason of this is ineffective service offerings. At the same time, the new service is a critical competitive issue in hotels, whereas success rate is not much high. Hotels seek rapid, efficient and valuable service offerings, mainly within their available resources. However, in the case of service design, hotels managers’ efforts are mostly standalone applications and within the scope of technical service. For better results, hotel managers should focus on the whole service through which the value is created. This study argues that hotels could take advantage of capabilities in which they have a relatively longer history, such as quality, innovation or process analysis, to assist in efforts toward service design development or improvements. Since service design is a developing field, this study primarily addresses the conceptual background, then discusses the underpinnings of service design in hotels.
Ključne riječi
hotel service operations; service innovation; service design
Hrčak ID:
139579
URI
Datum izdavanja:
3.6.2015.
Posjeta: 6.160 *