• A
  • A
  • A
  • ABC
  • ABC
  • ABC
  • А
  • А
  • А
  • А
  • А
Regular version of the site

Book chapter

Поведенческие индикаторы искреннего сервиса в гостиничном бизнесе

С. 360-387.
Штроо В. А., Костылева П. Ю.

The goal of the research is to determine the behavioral indicators of sincere service, showcasing the sincerity in hotel industry personnel performance, and to discover the degree of their influence to client evaluation of the provided services. The research was conducted by means of the original survey methodology, structured interview and non-participant observation. The main personnel behavioral factors shaping the hospitality client perception of sincerity in services were determined. Moreover, the interdependence between the perception of sincerity in service and the service quality perception by hospitality clients was discovered.