Describe the dimensions of service quality, Marketing Management

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Question:

As the marketing manager of a hotel, you have selected the SERVQUAL instrument to assess service quality in your organisation. In this context,

a) Describe the dimensions of service quality.

b) Explain the strengths and weaknesses of the SERVQUAL instrument.

c) Describe why service quality has become an important issue in tourism and hospitality marketing.

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Answer, 58-48

58-48

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