Análise da gestão da qualidade em serviços hoteleiros: uma abordagem das questões internas do modelo PZB

摘要

The study of antecedents of service quality in advance in the hotelaria sector is a recent research opportunity for brazilian marketing context, that main, the importance and the development that this hospitality service segment have had in the economy in this country. The subject service quality is much debated in the academy regarding the perceived service quality by the client. On the other hand, there are lack of studies that research like a deep management, service quality, in other words, the antecedent variables of quality. Zeithaml, Berry and Parasuraman (1988) propose The Extend Model of Service Quality. This theorical model, that is the base for this study, present thirty seven (37) antecedent variables grouped according to 5 Gaps Model (1985). With reference in the studies of PZB, this research analyzed the antecedents of service quality in hotelaria with different structures in Rio Grande do Sul all together ten hotels. Is that, identified with the antecedent actions of quality in different hotels structures, examined with the presence of antecedents service quality variables and compared with the actions of service quality management in hotels with different structures. Starting with a quality study, preliminary were interviewed ten (10) excellent professionals in the quality area to valid the model of Zeithaml, Berry and Parasuraman (1988) to brazilian service organizations. After this, with the model valided, were interviewed more ten people that correspond the hotel managers or general managers of hotels or inns. The results presented the antecedents of service quality in hotels with different structures as well as aimed similarities and differences in these organizations, like quality resources and quality programs.