Will guests consider service quality as well while they are gambling Literature review

Will guests consider service quality as well while they are gambling in hotel's casino - Literature review Example The present study would focus upon the aspect of service quality in the casino industry. The study would be covered under two parts, in which the first would be an analysis of the existing literature with regard to improvements in service quality. The second part would include a primary study which would be targeted at different individuals associated with the industry to help gain firsthand market information about the topic of study. Finally, a set of plausible conclusions and recommendations would be framed so as to prepare a guiding template for the marketers to gain competitive advantage (PricewaterhouseCoopers, 2010, p.4). Literature Review The Components of Service Quality A number of corporations think that enhanced long term sustainable profitability can be achieved through improved service quality and better customer satisfaction. This confidence is confirmed from a significant database on ‘profit impact of market share (PIMS)’, containing a substantial amount of data on large number of companies. Such evidences have made it prominent that enhanced service quality is considerably correlated with both enlarged market share and improved profitability ratios. During last few decades, the concept of quality management in service industry has seen to receive an increasing amount of attention from both the academia and the professional arenas (Lederer & Karmakar, 1997). The conformance of service quality relates to the acquiescence of the delivered service quality with the established specifications of any established service. This exemplifies that the conformance to the specifications is surely a significant component of total service... According to the research findings a number of corporations think that enhanced long term sustainable profitability can be achieved through improved service quality and better customer satisfaction. This confidence is confirmed from a significant database on ‘profit impact of market share (PIMS)’, containing a substantial amount of data on large number of companies. Such evidences have made it prominent that enhanced service quality is considerably correlated with both enlarged market share and improved profitability ratios. During last few decades, the concept of quality management in service industry has seen to receive an increasing amount of attention from both the academia and the professional arenas. The conformance of service quality relates to the acquiescence of the delivered service quality with the established specifications of any established service. This exemplifies that the conformance to the specifications is surely a significant component of total servic e quality. This is pretty significant unless the specific service specifications are inappropriate to the preferences of the customers. To capture more of the components leading to better compliance with the customers’ preferences, a number of organisations use the concept of performance quality. It refers to the intensity of customers’ satisfaction which can be achieved through the proper execution of the service specifications. Performance quality in any service industry can be segmented in two quality types including design and class quality.