Table 1: Implementation of Service Quality and Business Performance
Service quality Business Performance
Branding
Branding guest experience
through research.
Sustaining service consistency
through brand standards
Balanced Scorecard
Tracks performance over 7 key
Indicators (see table 2)
Provides balance between
financial and non-financial
measures
Unconditional Service Guarantee
-critical differentiation strategy
Introduces tangibility to service
Reduces purchase risks
Forces managers to focus on
quality
Empowers staff to act proactively
Performance Incentive Scheme
Encourages and rewards
appropriate behaviours an