{"title":"从顾客角度出发的关键质量维度:两家葡萄牙酒店的案例研究","authors":"I. M. João, C. A. Bana e Costa","doi":"10.1109/IEMCE.2008.4617947","DOIUrl":null,"url":null,"abstract":"This paper analyses the strengths and weaknesses of the critical incident technique (CIT) when applied as a tool to identify the key quality dimensions to be used as criteria to generate and evaluate intervention strategies. Using CIT, a total of 679 incidents were gathered from two Portuguese hotels, regarding satisfying or dissatisfying episodes with the provided service. The incidents were categorized and the service quality dimensions identified. The scores reflecting the extent to which the quality dimensions are achieved are useful to establish and prioritize improvement actions.","PeriodicalId":408691,"journal":{"name":"2008 IEEE International Engineering Management Conference","volume":"54 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2008-06-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Key quality dimensions from the customer’s point of view: a case study in two Portuguese hotels\",\"authors\":\"I. M. João, C. A. Bana e Costa\",\"doi\":\"10.1109/IEMCE.2008.4617947\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This paper analyses the strengths and weaknesses of the critical incident technique (CIT) when applied as a tool to identify the key quality dimensions to be used as criteria to generate and evaluate intervention strategies. Using CIT, a total of 679 incidents were gathered from two Portuguese hotels, regarding satisfying or dissatisfying episodes with the provided service. The incidents were categorized and the service quality dimensions identified. The scores reflecting the extent to which the quality dimensions are achieved are useful to establish and prioritize improvement actions.\",\"PeriodicalId\":408691,\"journal\":{\"name\":\"2008 IEEE International Engineering Management Conference\",\"volume\":\"54 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2008-06-28\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"2008 IEEE International Engineering Management Conference\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1109/IEMCE.2008.4617947\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"2008 IEEE International Engineering Management Conference","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/IEMCE.2008.4617947","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Key quality dimensions from the customer’s point of view: a case study in two Portuguese hotels
This paper analyses the strengths and weaknesses of the critical incident technique (CIT) when applied as a tool to identify the key quality dimensions to be used as criteria to generate and evaluate intervention strategies. Using CIT, a total of 679 incidents were gathered from two Portuguese hotels, regarding satisfying or dissatisfying episodes with the provided service. The incidents were categorized and the service quality dimensions identified. The scores reflecting the extent to which the quality dimensions are achieved are useful to establish and prioritize improvement actions.
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