Master of Science (MS)
Number of Pages
The purpose of this study was to compare casino to non-casino hotels of comparable size in Las Vegas, Nevada, to determine if differences exist in management's perception of the service quality being delivered by the front desk. The study tested the descriptive hypothesis that no differences existed in the delivery of service quality by the front desk of casino and non-casino hotels from management's perception; A descriptive-elemental study was utilized to collect information through a series of semi-structured interviews conducted with front desk management personnel. The information obtained from these interviews were categorized and compared to determine if there were differences in the responses; The results indicated that the consensus of front desk management personnel perceived no difference in the delivery of service quality by the front desk of casino and non-casino hotels although differences did exist within categories. This indicates that a problem may exist in the delivery of service quality at the front desks, but management is unaware of the problem. The implications of this are discussed along with suggestions for additional future research.
Casino; Comparative; Desk; Front; Hotels; Las Vegas; Management; Nevada; Perception; Quality Service; Study; Vegas
University of Nevada, Las Vegas
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Levy, Howard Mark, "A comparative study of management's perception of front desk service quality at casino and non-casino hotels" (1993). UNLV Retrospective Theses & Dissertations. 305.