This study compared the Importance/Performance Analysis technique and the service gap technique to the measurement of quality service in the hotel industry. A 5 factor instrument was developed and administered to management and employees of 7 Toronto mid-range and luxury hotel properties in order to capture the service uroviders' ~ersuectiveo n service aualitv (N = 861). Simificant difierences between management and employee perception of service auality were found. Imulications for management usmg both techniques are discussed.
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David Martin (1995) studied this question.