Service quality

Service quality is considered to be a multifaceted, indefinable, abstract and subjective conception. It implies distinct things to distinct individuals. The most widespread meaning of the service quality is contrast visitors make amid their expectations as well as opinions regarding the received service. Moreover, quality is viewed as a multi-dimensional conception. According to Lam and Zhang (1999), there are three facets of service quality i.e. interactive quality, physical quality and lastly, corporate quality. In the same way, Grönroos (1990) claimed that service quality encompasses functional quality, technical quality and company image. Moving ahead, Parasuraman et. al. (1985) devised the SERVQUAL scale that turned out to be the most accepted means for evaluating service quality. They recognized five chief aspects of a service quality namely; reliability, responsiveness, tangibles, assurance and lastly, empathy. Additionally, the SERVQUAL scale includes 22 items for evaluating customer expectations and opinion with respect to the service quality.


Taking into account the above discussion this particular paper highlights the case of Mandarin Oriental Hotel. The paper provides an insight into the problems faced by two customers while their stay in the hotel, the strategy for managing customer relations and service quality before, during and after guest visitation and lastly, response as a senior manager for ‘service recovery’ in relation to the situation.