A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan

A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan

Although a number of researchers have proposed models to better investigate service performance in the hospitality industry, many of them are still along the Oliver’s (1981) expectation-disconfirmation theory. To more effectively and directly measure service performance, the performance-based measur...

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Bibliographic Details
Main Authors: Yang, Yun, Chan, Andrew
Format: Article
Language:English
Published: Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2010
Subjects:
Travel and the state. Tourism
Service industries
Success in business. Performance
Online Access:https://ir.uitm.edu.my/id/eprint/19447/

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