The paper examines the quality of customer service in Varna hotels. Quantitative methods are used – a survey conducted among 135 participants from 22 countries, staying at hotels in Varna. The findings reveal foreign tourists' perceptions of the services in Varna hotels. Customer evaluation of...

The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of service for hotels is...