Hospitality service quality and the role of performance appraisal

Yuk Yim Cheung, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

19 Citations (Scopus)


This paper overviews the human resources processes and their relationships with service quality (SQ) and total quality management (TQM) in a hotel setting. More importantly, this research presents a new model for the hospitality SQ measurement that incorporates hotel employees’ performance into the SQ level measurement. This new SQ for customer satisfaction model, in turn, can be integrated directly into the hospitality TQM operation since SQ is a basic component of TQM. This new model prevails over the traditional SQ models on several areas. First, the new model is more comprehensive. Also, the new model reflects the actual SQ situation better. Moreover, the new model fits the TQM concept better as both TQM and staff performance aim at continuous improvement in which the former steers towards continuous improvement of each process whereas the latter directs towards continuous improvement in performance.
Original languageEnglish
Pages (from-to)402-406
Number of pages5
JournalManaging Service Quality: An International Journal
Issue number6
Publication statusPublished - 1 Dec 1998


  • Hospitality industry
  • Human resource planning
  • Service quality
  • TQM

ASJC Scopus subject areas

  • Strategy and Management


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