Zeszyt naukowy - całość - Wydział ZarzÄ dzania i Ekonomiki Usług

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Margarita Platace
especially is true because the hotel sector is highly competitive and is central to the
success of the tourism industry According to Nasution and Mavondo 5 service provision
can be viewed from two different perspectives: that of the service provider or
that of the customer, gaps might arise between expectations and actual performance
6 . This paper seeks to investigate different perceptions of value chain of services,
the connection and co-creation between service deliverers and customers in
hotel establishments.
The context of this study can become an important component of the tourism
industry in Latvia on the hotel sector. The main reason for choosing the hotel industry
as the research context in that the hotel industry is an increasingly important
sector of tourism industry in Latvia.
Total number of lodging properties in Latvia and number of hotels
Table 1
2004 2005 2006 2007 2008
Lodging total 22 171 24 045 24 489 25 696 29 591
Hotels 12164 13004 16439 17738 19961
Source: www.hotel.lv/?id=244&top=&sa=223&, 15.01.2010.
Table 2
Room nights spent in all lodging properties and hotels in Latvia
2004 2005 2006 2007 2008
Room nights total 901400 1 154 700 1 329 900 1 487 400 1 555 900
Hotels 726300 923700 1 034 800 1 171 300 1 204 600
Source: www.hotel.lv/?id=244&top=&sa=223&, 15.01.2010.
The tables 1 and 2 show that in the period from 2004 until 2008 a number of
hotels increased by 33%, but a number of nights spent in the hotels increased by
72%. The year 2009 will present different figures, a forecast shows that a growth of
new hotels had almost stopped and a number of room nights spent in the hotels
were decreasing significantly. Similar situation was with room prices in hotels,
which declined for about 30% and so hotels informed about turnover increase for
5
Ibidem, pp. 204–213.
6
F. Saleh, C. Ryan, Analyzing service quality in the hospitality industry using the
SERQUAL model, “Service Industries Journal” 1991, No. 11, pp. 324–343.