Storey (1994) emphasises that too often large-firm models for quality, such as SERVQUAL, developed by Zeithaml et al in 1988, are taken as given and the small firm is assumed to be a smaller version of a larger business. Clearly this is not the case and each small hospitality industry business, whether a guest house or a motel, is unique and very much reflects the personal characteristics of its owner. Service quality practice in small businesses is different, as indicated by Carson (1985), and it is not appropriate to apply concepts and practices developed in and for large businesses to small businesses. This is especially because of the limited expertise among, for example, guest-house owners of marketing techniques and methods and especially because of their limited resources. In any business scenario, whether small or big, the guest must be given what he wants and his perceptions and expectations should both be satisfied.
Storey (1994) emphasises that too often large-firm models for quality, such as SERVQUAL, developed by Zeithaml et al in 1988, are taken as given and the small firm is assumed to be a smaller version of a larger business. Clearly this is not the case and each small hospitality industry business, whether a guest house or a motel, is unique and very much reflects the personal characteristics of its owner. Service quality practice in small businesses is different, as indicated by Carson (1985), and it is not appropriate to apply concepts and practices developed in and for large businesses to small businesses. This is especially because of the limited expertise among, for example, guest-house owners of marketing techniques and methods and especially because of their limited resources. In any business scenario, whether small or big, the guest must be given what he wants and his perceptions and expectations should both be satisfied.
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