Konaklama işletmelerinde kaliteyi algilama boyutlarinin başarisizlik maliyetlerine etkisi
The Impact of Quality Perceptions Dimensions on Failure Costs in Hospitality Operations

Summary/Abstract: Rapidly growing and evolving global capital flows in a competitive environment the most important priority of the accommodation establishments should be to maximize customer satisfaction without raising costs. Accommodation businesses, service abstraction, service coming to the place where the service is provided of those who will use the necessity of production and consumption to be made at the same time and place, and the service prior to the service, even if not in accounting terms not stoklanam a number of reasons such as failure to provide, have been forced to turn to a different management approach. At the beginning of this management approach, “Total Quality Management”. When talking about the level of service quality in accommodation businesses in the face of certain standards and it needs to be mentioned with more emphasis on the consequences of customer perception. . For accurate detection of service quality, customer satisfaction and quality delivery in the face of specific standards in determining the importance of the measurement of the costs of failure are increasing every day. The failure costs that can occur in the hospitality sector were analyzed, and classified in this study so that these costs could be managed before the failure costs were born.

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