summary and response

The failure of hotels is caused by a variety of factors related to the GAP in the service quality model. Why restaurants struggle (PARSA et al.) investigates the different factors that contribute to the formation of these holes.
The listening chasm In a hotel environment, the listening distance may be linked to the interaction between employees and guests. In a hotel environment, customers' experiences are supposed to be at the center of service provision. Employees that are not diligent enough can have unsatisfactory facilities to consumers, resulting in disappointment. Customers who are dissatisfied with the hotel's services will not return, resulting in the hotel's demise. It is essential to listen to the employees and address their welfare to ensure minimal turnover rates that might cost the hotel to the point of failure.

The service design and standard gap. The article addresses this issue in various perspectives among which it associates the failure to insufficient capital that may not sustain the design of a program that will provide quality services at the beginning of the restaurant. This results from the failure associated with the management perspectives.

Services performance gap. This is also associated with the managerial limitations resultant from the loss of motivation by the restaurant owners. Services performance gap can also result from the economic reasons such as a decrease in profits from diminished revenues.

Communications gap. Communication is essential in the hotel industry. The article acknowledges that a gap in the hotel communication can cause its failure. Management should be aligned such that it can see all the issues affecting the employees to avoid burnout. Besides, communication must be smooth and efficient among all the stakeholders to minimize any chances for failure.