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undergraduate thesis
Service Gaps and Employee Training Fixing Luxury Experiences
2019. urn:nbn:hr:229:326002
Utrobičić, Maja
RIT Croatia

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Utrobičić, M. (2019). Service Gaps and Employee Training Fixing Luxury Experiences (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:326002

Utrobičić, Maja. "Service Gaps and Employee Training Fixing Luxury Experiences." Undergraduate thesis, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:326002

Utrobičić, Maja. "Service Gaps and Employee Training Fixing Luxury Experiences." Undergraduate thesis, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:326002

Utrobičić, M. (2019). 'Service Gaps and Employee Training Fixing Luxury Experiences', Undergraduate thesis, RIT Croatia, accessed 03 June 2023, https://urn.nsk.hr/urn:nbn:hr:229:326002

Utrobičić M. Service Gaps and Employee Training Fixing Luxury Experiences [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2019 [cited 2023 June 03] Available at: https://urn.nsk.hr/urn:nbn:hr:229:326002

M. Utrobičić, "Service Gaps and Employee Training Fixing Luxury Experiences", Undergraduate thesis, RIT Croatia, Dubrovnik, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:229:326002

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Metadata
TitleService Gaps and Employee Training Fixing Luxury Experiences
AuthorMaja Utrobičić
MentorBesim Agušaj (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2019-04-28, Croatia
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Interdisciplinary Humanistic Studies
Abstract
The luxury hotel industry faces the challenge to provide excellent service experiences to its customers. This paper aimed to identify service gaps in luxury hotels to confirm the need for employee training. Previous studies emphasized the importance of training and development, to arm employees with the capability to deliver excellent service in a servicescape as part of a Gestalt configuration. To identify service gaps and the need of training, content analysis was used as a method. The analysis had the objective to confirm the assumed guests’ desires of luxury services in the secondary research and identify the significance of employee training to arm human resources to fulfill guests’ expectations. Results indicated that about significant portion of overall comments have reported service failures. This confirmed the need for training in hard skills and soft skills to fix luxury experiences to close the trending service gaps of rudeness, slowness, lack of attention, lack of skills, poor supervision and lack of problemsolving skills.
Keywords
Keywords (english)
Languageenglish
URN:NBNurn:nbn:hr:229:326002
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2019-07-04 12:13:44