Lifestyle and service quality : an analysis of family run hotels in Chiangmai Province, Thailand

摘要: Globally, the provision of accommodation is dominated by family run businesses (Getz and Carlsen, 2005). Family in tourism hospitality industry are significant terms numbers, economic value, longevity. The visions goals owners different from those other entrepreneurs, (Carland, Hoy, Boulton Carland, 1984). However, scant academic research on hotels has been published. Since 1980 service quality a issue within hospitality, following pattern set manufacturing industries (Johns, 1996). Hayes, Ninemeier Miller (2011) argued that an important factor customers’ perceived experience hotel operations; thus, better understanding customer expectations potentially valuable for both practitioners researchers. This particularly true Thailand, where primary source national income. Therefore, overall aim this project to develop assurance model enabling Thai identify strengths opportunities improve their practices aligned with motivations. Phase One critically appraised Chiangmai hotels. Two examined business environment implementation principles. In order ascertain expectations, Three comprised administering modified SERVQUAL questionnaire international guests. The results first phase revealed dominate sector Chiangmai. These enterprises motivated three factors: lifestyle, concerning descendants, keeping modest. data identified low level engagement these Based own perceptions required, operators employ inside-out approach; they design communicate specification via social media without investigating expectations. findings showed dimension “Competitiveness” most important. thesis enabled researcher generic contributing body knowledge.