DEVELOPMENT OF THE ASSESSMENT OF QUALITY OF SERVICE: METHODIC ASPECT
Abstract
The article considers methodic approaches to the assessment of quality of service of the hotel industry. Advantages and disadvantages of one of the existing estimating procedures of a Russian hotel are defined. The necessity for substitution of individual elements of the procedure to more objective ones for the purpose of the increase of the efficiency of the assessment and decrease of the risk of making incorrect decision in service quality management of the company in a whole.
About the Authors
Ya. V. Sitnikova
Novosibirsk State University of Economics and Management
Russian Federation
PhD in Economics,Associated Professor, Chair of Service and Organization of Business, Novosibirsk State University of Economics and Management, Novosibirsk, Russia
Russian Federation
PhD in Economics,Associated Professor, Chair of Service and Organization of Business, Novosibirsk State University of Economics and Management, Novosibirsk, Russia
T. A. Polovova
Novosibirsk State University of Economics and Management
Russian Federation
PhD in Economics, Associate Professor, Vice Rector for Methodological Work and Distance Learning, Novosibirsk State University of Economics and Management, Novosibirsk, Russia
Russian Federation
PhD in Economics, Associate Professor, Vice Rector for Methodological Work and Distance Learning, Novosibirsk State University of Economics and Management, Novosibirsk, Russia
V. A. Nazarkina
Novosibirsk State Technical University
Russian Federation
PhD in Economics, Associated professor, Department of Service Economy, Novosibirsk State Technical University, Novosibirsk State Technical University, Novosibirsk, Russia
Russian Federation
PhD in Economics, Associated professor, Department of Service Economy, Novosibirsk State Technical University, Novosibirsk State Technical University, Novosibirsk, Russia
References
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Review
For citations:
Sitnikova Ya.V., Polovova T.A., Nazarkina V.A. DEVELOPMENT OF THE ASSESSMENT OF QUALITY OF SERVICE: METHODIC ASPECT. Vestnik NSUEM. 2012;(2):175-182. (In Russ.)
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