With related literature discuss the factors in detail that affect service delivery in hotels with references

Sure, here are some factors that affect service delivery in hotels, based on related literature:

1. Employee Training and Skills: According to a study by Tsaur and Lin (2004), the skills and training of hotel employees significantly affect the quality of service delivery. Employees who are well-trained can handle customer requests more efficiently and provide a higher level of service.

2. Technology: In the digital age, technology plays a crucial role in service delivery. A study by Sigala (2003) found that the use of technology, such as online booking systems and automated check-in/check-out processes, can enhance the efficiency of service delivery and improve customer satisfaction.

3. Physical Environment: The physical environment of a hotel, including its cleanliness, layout, and design, can also affect service delivery. A study by Bitner (1992) found that a well-designed and clean environment can enhance customer satisfaction and influence their perception of service quality.

4. Management and Leadership: The role of management and leadership in service delivery cannot be overstated. According to a study by Testa and Sipe (2012), effective leadership can motivate employees to provide better service, leading to higher customer satisfaction.

5. Customer Expectations: Customer expectations also play a significant role in service delivery. A study by Parasuraman, Zeithaml, and Berry (1985) found that if a hotel can meet or exceed customer expectations, it can significantly enhance its service delivery.

References:

• Tsaur, S. H., & Lin, Y. C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism management, 25(4), 471-481.
• Sigala, M. (2003). The information and communication technologies productivity impact on the UK hotel sector. International Journal of Operations & Production Management.
• Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of marketing, 56(2), 57-71.
• Testa, M. R., & Sipe, L. (2012). Service-leadership competencies for hospitality and tourism management. International Journal of Hospitality Management, 31(3), 648-658.
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.