Week 2 Blog

In one of my recent major classes, Tourism Management 368, we learned mainly about service quality management. In the class, we were presented with a PDF file, that within it held a long paper on the effects of service quality management among e-services. E-services are the future in hospitality management, with regards to everything being electronic. In the following paragraph I will give a brief summary of what the paper was about.

A characteristic of today’ society is the increasing use of modern information and communication technologies in all areas. Computer applications, called e-services, are being developed to provide efficient access to services, electronically. Quality management systems are needed to provide a consistent way to select, evaluate, prioritize and plan the right e-services. The increasing use of e-services has raised the need to define standards and means to assess and assure quality. Investment in e-services is an important step to improve the quality of life in our dynamic society. In the last years, alternative ways to the traditional service providing has been introduced, taking advantage of the latest advances in information and communication technologies: e-government or long distance education for those students that time and location don’t allow them to attend traditional classes, multimedia centers and virtual libraries for those looking to enrich their culture knowledge on demand, remote working that allows employees to perform their task from home. It’s not news anymore that the Internet and the advanced technology has influenced the way in which we perform our daily tasks, the way we live, shop, learn, and communicate. The alternatives to the traditional service providing, offer flexibility, speed and innovation.
Usability is one of the main issues that have to be addressed with the introduction of electronic services. Usability is an issue due to individuals’ diversity and the need to operate a computer to access electronic services. Quality management concepts and terms and their definitions and descriptions define the quality management framework.

Context- The main context that the writer(s) seem to be discussing is the importance of usability and construction of e-services and the effect that electronic services have on our day to day operations from something as simple as renting a movie to transactions of booking a trip to Disney World. Issues that this topic raises is it worth to pretty much be through with physical manual labor from people, and to incorporate more electronic services that would be riding jobs from people. The major controversy is the unemployment rate that already exists in the America, and our country is on top of the list in converting more jobs to an electronic way causing more unemployment among our nation.

The writers are:

Lorena Batagan: PhD, Lecturer, Department of Economic Informatics, University of Economics, Bucharest, Romania

Adrian Pocovnicu: PhD candidate, ISA Consulting, USA

Sergiu Capisizu: PhD, Association for Development through Science and Education, Bucharest, Romania

In my opinion, I believe that the publication of this paper was intended to inform associates in a professional workplace to inhabit more electronic service within a private company. This paper is well-written and very informative and the publication is from The Journal of Applied Qualitative Methods, which means it was used furthermore for informing students about e-services, which was used in my Hospitality classes. The call to write this is simply to inform people and fellow associates about the importance and significance that e-services play in providing a more accurate, sophisticated, and reliable way to achieve proper, quality service management and ideals of a business regarding anything that eases the usability of a business. I do believe there is a sense of urgency, because I feel that basically the authors are saying, if you don’t convert to a more sophisticated way then your business will be left in the dust.

I believe the writers intended audience is anyone that is none responsive to the generation gap between manual and electronic services among a business setting. I think the relationship that the authors are stating is simply an informative and educating relationship with a persuasive tone among electronic services in the writer’s language.


My evaluation of this qualitative process to analyze the degree among e-services in service quality management, met the requirements it was intended was fulfilled. The measures and measurement in this quantitative paper truly met the quality of defining and calculating enough information to prove and inform the metrics to enable quantification in the quality management process of e-services.