Award Date

Spring 2012

Degree Type

Professional Paper

Degree Name

Master of Science in Hotel Administration

Department

Hotel Administration

First Committee Member

Robert Woods, Chair

Number of Pages

37

Abstract

After the Great Recession of 2008, both the hospitality and the timeshare industries were influenced dramatically. Consumers became more sensitive to the price of services rendered, and to service quality when choosing hotels and investing in timeshares. Thus, service quality became the vital factor contributing to success in the highly competitive hospitality industry. This paper will compare service qualities and gaps between the hospitality industry and the timeshare industry. The purpose of this study is to find the key service gaps in the both industries and service quality dimensions.

Objective of Study: This paper will identify each aspect of service that affects overall service quality in both industries. It will also assess the relevant similarities and differences between the two industries, provide an overview predicting the expectations and needs of guests’, and will suggest some measures by which managers can evaluate service qualities.

Keywords

Customer services – Quality control; Hospitality industry; Service industries – Quality control; Timesharing (Real estate)

Disciplines

Hospitality Administration and Management | Human Resources Management | Real Estate | Tourism and Travel

Language

English