What systems are used to effectively manage service quality in the Essay

What systems are used to effectively manage service quality in the hospitality industry Discuss and evaluate the benefits and issues that arise from a strategi - Essay Example The strategic systems available for measuring quality of service delivery involve revenue enhancement strategies, routine and in-depth staff performance evaluations and tools which are directed specifically at the firm’s clientelle. This project discusses the aforementioned strategic tools whilst also highlighting the potential positive and negative outcomes of these approaches to measuring service quality. One dimension of service quality pertaining to customer perceptions of the appropriateness of service delivery involves the functional elements of service delivery, such as the tangible methodology of practice regarding how the service was delivered (Miguel, Silva, Chiosini & Schiitzer, 2004). These delivery elements include basic concepts such as the friendliness of staff members, availability of staff, quality of food preparation, ease of check-out in the hotel environment or any other aspect which involves the facility and the service aptitudes of the industry’s internal staff (Grossman, 1999). From a different researcher perspective, these elements of service delivery are categorised as interaction quality which directly involves the customer-staff interventions and associations during the process of patronising the hospitality firm (Alexandris, Kouthouris & Meligdis, 2006). The strategic approach to measuring the quality of the aforementioned aspects of service delivery can be accomplished, in theory, in a distinct process: Assessment of customer-based revenue streams utilised comparatively to changes in service methodology to determine a correlation between frequency of customer re-visit to the facility and changes to the service delivery practices in the firm between strategic groups. As a step toward strategic revenues management, the process of obtaining the firm’s highest conceivable revenues based on the sale of the firm’s total capacity (Ng, 2006),