| Abstract: | Abstract Frontline service staff plays a vital role in the success of firms in the lodging industry. Quality service often determines the competitive edge of businesses in this industry. In this study, data from the questionnaires filled out by hotel managers and employees have been analyzed to assess their service quality consciousness. Although the results point to the existence of an organizational culture and climate that encourage the fostering of quality consciousness, they are not effective enough in the development of satisfactory quality consciousness in employees. A set of guidelines for quality service management is proposed. |
