Research In Hospitality Management

Although the importance of service quality has been recognised, few studies have addressed service quality in hotels from the perspective of employees. Therefore, this study aims to measure the service quality of four and five-star hotels in Jordan from the employees’ perspective based on the SERVQUAL model. The current more...

Service quality is a key factor for success in any hotel. Many researchers have conducted studies on service quality, but only a few studies have been conducted on internal service quality (ISQ) in general, and in the hotel industry in particular. Since there is no general agreement among researchers on more...