Actual problems of innovative economy

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Service culture: definition of concept, main structural components of the service and analysis of its role in the hospitality industry

УДК: 338.24:640.41

DOI: https://doi.org/10.36887/2524-0455-2021-2-7

Камушков Олександр Сергійович,
кандидат економічних наук, доцент, доцент
кафедри туристичного бізнесу та рекреації, Одеська національна академія харчових технологій,
ORCID ID: 0000-0002-0453-6545
Ткач Вікторія Олександрівна,
доктор економічних наук, професор, декан факультету інноваційних технологій харчування і ресторанно-готельного бізнесу,
Одеська національна академія харчових технологій,
ORCID ID: 0000-0002-5817-616X
Язіна Вікторія Анатоліївна,
кандидат економічних наук, доцент кафедри готельно-ресторанної справи та товарознавства Університет митної справи та фінансів
Жилко Олена Вадимівна,
кандидат економічних наук, доцент кафедри туристичного, готельного та ресторанного бізнесу, Національний університет «Запорізька політехніка»

This article considers the basic concepts, types of quality, quality management methods, indicators and criteria for assessing the level of quality, as well as provides recommendations for improving the quality of service. Service activity is an area of human relations, where a rehabilitation-altruistic style is formed and improved in meeting our needs. Quality management is implemented through the use of a set of techniques and tools that can be classified into four areas: quality management, process, personnel and resources. The importance of service in the hospitality industry and a promising direction of Ukrainian tourism development is proved. Methods and principles of service improvement were defined. Improving customer service is a key factor in the hospitality industry. Improving the quality of service by developing customized software for travel and hospitality, creating gold standards of customer service and using all possible opportunities will rise up the service in the hotel to a high level. The considered methods of quality assessment of hotel services can be regarded as practical recommendations of actions directed on improvement of services, attraction of visitors, efficiency increase of hotel business. These methods allow you to identify the advantages and disadvantages of a particular business, identify areas for staff training and provide prompt feedback. If we do not pay enough attention to improving customer service, the level of customer satisfaction will also fall. Currently, the hospitality industry has become one of the largest areas of business in the world. It is expected that with the increase in the number of people travelling around the world, and in the future this industry will grow. The key to success in the hospitality industry is customer service, so the focus should be on customers. The hospitality industry will be more technology-driven in the future, but services will still be the key to success in the hospitality industry.

Key words: hotel, technical quality, evaluation criteria, management methods, staff, problems, general quality management, methods of service quality assessment.

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The article was received 23.02.2021