Essays about: "Michaela Silvhagen"

Found 1 essay containing the words Michaela Silvhagen.

  1. 1. Culture in Service Quality Management at the Ibis hotels : Are cultural backgrounds being considered when working with service quality management in large hotel chains?

    University essay from Institutionen för ekonomi och företagande

    Author : Sofia Kleban; Michaela Silvhagen; [2011]
    Keywords : hotel; hotels; culture; cultural; service; quality; management; background; difference; personnel; staff; organisation; failure; hotell; hotellkedja; kultur; skillnad; bakgrund; service; quality; management; personal; organisation;

    Abstract : The aim of this thesis is to find out whether or not a guest’s cultural background is being considered when working with service quality management in the Ibis hotels. By doing qualitative interviews with both managers and front-office staff at three different Ibis hotels in the Stockholm area, the thesis analyzes the hotel chain’s way of working with service quality management on several levels of hierarchy within the company. READ MORE