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Service Quality and its Competitive Advantage. Case Study of a Hotel

Author

Listed:
  • Gina-Ionela Butnaru

    (Alexandru Ioan Cuza University)

  • Oana-Raluca Licau

    (Alexandru Ioan Cuza University)

Abstract

Specialists consider that when a person is interested in the concept of quality, it will be considered as a reference point in both private and professional life, also associated with excellence and perfectionism. Nowadays, when the whole world appears to be saturated by ideological inventions, the authors were surprised and intrigued by the dynamism and complexity of this concept. Furthermore, considering the fact that the current research’s applicability lies in the services field, the authors consider that this subject is a current one, very developed and debated by specialists. The heterogeneity of services brings along challenges, which create new methods of evaluating the quality, others than in industry. Consequently, the current research intends to analyse the following: the evolution of the concept of quality, the quality of the provided services, as well as its competitive advantage in a hotel, aiming to draw up the Ishikawa (cause-and-effect) diagram. The realisation of quality in services is not possible anymore without strong management knowledge, and especially knowledge concerning competitiveness and competitive management. Therefore, the managers and the employees of the companies should desire, be able to, and know how to obtain quality through performance, to evaluate it, and to constantly improve it.

Suggested Citation

  • Gina-Ionela Butnaru & Oana-Raluca Licau, 2017. "Service Quality and its Competitive Advantage. Case Study of a Hotel," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 13(3), pages 70-87, JUNE.
    • Handle: RePEc:dug:actaec:y:2017:i:3:p:70-87
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    File URL: http://journals.univ-danubius.ro/index.php/oeconomica/article/view/4124/4076
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    References listed on IDEAS

    as
    1. Alina-Petronela Haller, 2011. "Informational and Technological Progress in the Knowledge Based Society," International Journal of Economic Practices and Theories, Academy of Economic Studies - Bucharest, Romania, vol. 1(1), pages 7-13, July.
    2. Alina-Petronela HALLER, 2016. "Tourism Industry Development In The Emerging Economies Of Central And Eastern Europe (Hungary, Bulgaria, Romania)," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 11, pages 181-187, July.
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    Cited by:

    1. Erhan Baran & Tulay Korkusuz Polat, 2022. "Classification of Industry 4.0 for Total Quality Management: A Review," Sustainability, MDPI, vol. 14(6), pages 1-20, March.

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