Ingram, Hadyn; Daskalakis, George - In: International Journal of Contemporary Hospitality Management 11 (1999) 1, pp. 24-30
Reports on a study that applied the well‐ established SERVQUAL methodological instrument to an investigation of those hotels in Crete that have adopted the ISO 9000 quality standard. Three service gaps are explored through a questionnaire survey of guests and managers in ten Cretan hotels. The...