الخدمة الفندقية في ظل المصطلحات التسويقية الحديثة : إنتاج الخدمة، جودة الخدمة و الإخفاق الخدمي : دراسة حالة فندق المنارة بولاية سطيف

الملخص EN

The study tries to provide a theoretical framework and practical to identify the reality of marketing hotel services, this study examines the potential for the development of hotel services and control of these processes, by addressing the concepts associated with service marketing in terms of servuction, which means to produce according to the standard set by the customer, thus providing access to high quality service free from mistakes and failures, that can affect service-offer, so the research problem is the adoption of hotels concepts associated with the service marketing, which guarantees the survival and continuity to these hotel organizations, as well as to compete and achieve success, beside that identifying the real performance in order to avoid any service failures.

The pratical study of Manarah hotel as sample of hotel organizations in Setif, showed that the degree of customer satisfaction tends to agreement to the service provided by this hotel, as well as Manarah hotel is relatively committed to the quality of service dimensions, but it suffers from the occurrence of the failure in service process management, which is allocated in parking customer cars.