Hospitality industry is one of the service businesses that pays so much attention to service quality
as it is the main intangible product that it produces. This short article examines how to manage service
quality in hospitality industry through managing the `moment of truth? or service encounter. The analysis is
done by referring to some problems and challenges in managing service encounters. The results of the
analysis show some important points to consider when managing service encounters.

Creator(s)

• (96-023) Deborah C.Widjaja

Contributor(s)

-

Publisher

Universitas Kristen Petra; 2005

Language

Indonesian

Category

jou – Journal

Sub Category

-

Source

Jurnal Manajemen Perhotelan, Vol. 1, No. 1, Maret 2005: 6 -13; Deborah Christine Widjaja (96-023)

Subject(s)

• HOSPITALITY INDUSTRY-MANAGEMENT
• QUALITY CONTROL

File(s)

• jiunkpe-ns-jou-2005-96-023-14186-service_quality-resource1.pdf