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Servicekvalitet på lyxhotell: Ur ett lednings- och personalperspektiv
Södertörn University College, School of Business Studies.
Södertörn University College, School of Business Studies.
2011 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.

The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel Kämp in Helsinki and at the Sheraton Hotel Stockholm participated.

Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern.

Abstract [sv]

Servicekvalitet uppstår i servicemöten där både kunden och anställda möts i en interaktion. Det är därför viktigt att personalen ger sitt bästa då mötet oftast sker i realtid, vilket benämns som sanningens ögonblick.

Syftet med vår studie var att ta reda på hur lyxhotell arbetar för att kunna garantera en bra servicekvalitet och hur de anställda motiveras för att leverera denna service. Detta ville vi undersöka utifrån ett ledningsperspektiv samt ett personalperspektiv. Information samlades in genom olika kvalitativa intervjuer, där personalen på Hotel Kämp i Helsingfors och på Sheraton Hotel i Stockholm deltog.

Undersökningens resultatet visar att personalens motivering, utbildning och empowerment har en betydande påverkan för att kunna leverera service i hög kvalité. Resultatet visar också att de undersökta hotellen till viss nivå arbetar på samma sätt, men det framkommer vissa skillnader, även då båda hotellen ingår under samma koncern.

Place, publisher, year, edition, pages
Keyword [en]
Service quality, hotel industry, luxury hotel, empowerment, motivation, training
Keyword [sv]
Servicekvalitet, hotellindustrin, lyxhotell, empowerment, motivering, utbildning
National Category
Other Social Sciences not elsewhere specified
URN: urn:nbn:se:sh:diva-11417OAI: diva2:441299
Subject / course
Tourism Studies
Social and Behavioural Science, Law
Available from: 2011-09-15 Created: 2011-09-15 Last updated: 2011-09-15Bibliographically approved

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