This thesis deals with the general problems of management of service quality in gastronomy. The main aim is to formulate recommendations for three selected catering facilities from Brno using quality management tools. In the solution is used GAP model and SERVQUAL method to evaluate the quality of services and comparison of quality management tools such as corporate standards, HACCP, ISO standards and EFQM for the purposes of catering facilities. Enterprises are suggested recommendations for reducing quality GAPs. They are also determined the advantages, disadvantages and recommendations to modify SERVQUAL method.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:191323 |
| Date | January 2015 |
| Creators | Štěpánková, Kristýna |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
Page generated in 0.047 seconds