Customer complaints and the effectiveness of service guarantees in the hotel industry

QR Code

Customer complaints and the effectiveness of service guarantees in the hotel industry

Purpose – This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery...

Full description

Bibliographic Details
Main Authors:	Mohd Shahril, Aslinda, Abdul Aziz, Yuhanis
Format:	Article
Published:	University of Rijeka 2022
Online Access:	http://psasir.upm.edu.my/id/eprint/100863/

Similar Items

Relationship between the star and the hotel service guarantees of customer satisfaction
by: Mohd Shahril, Aslinda, et al.
Published: (2015)

Service guarantees : the impact on empowerment and five star hotels in Malaysia.
by: Mohd Shahril, Aslinda, et al.
Published: (2013)

Causal relationship between service guarantees and customer satisfaction in four-and five-star hotels in Malaysia
by: Mohd Shahril, Aslinda
Published: (2014)

Service guarantee : the impact of empowerment and employee motivation in four and five star hotel in Malaysia.
by: Mohd Shahril, Aslinda, et al.
Published: (2013)

Impact of service guarantee on empowerment and employee motivation in four and five star hotels in Malaysia
by: Mohd Shahril, Aslinda, et al.
Published: (2012)

The relationship between service guarantees, empowerment, employee satisfaction, service quality in four and five star hotels in Malaysia
by: Mohd Shahril, Aslinda, et al.
Published: (2013)

"Service Recovery: The Effects of Complaint Handling on Post-complaint Relationship Intention and Customer Switching Behaviour in the Taiwan Fastener Industry"
by: Hwang, Jui-Chin
Published: (2005)

The Implementation of Service Guarantees in China Service and Manufacturing Industries
by: Tang, Lan
Published: (2011)

Customer Complaint Behaviour and Intentions in Mobile Telecommunication Services
by: Umar, Amina Aliyu
Published: (2011)

Measuring Customers' Perceived Service Quality in Hotel Industry
by: Md. Sidin, Samsinar, et al.
Published: (2001)

The Effect of Perceived Justice on Customer Complaint Behavior
by: Zebeib, Mayan
Published: (2006)

Customer satisfaction in hotel service industry at Kuching area
by: Rani, Kalemuthu.
Published: (2004)

Assessing the effects of empowerment and emotions on job satisfaction in hotel service environments
by: Abdul Aziz, Yuhanis
Published: (2011)

Electrostatic discharge (ESD) improvement to reduce customer complaint
by: Rahman, Muhd Ambri, et al.
Published: (2010)

The effects of Malaysian hotels services on customer loyalty.
by: Keshavarz, Yousef, et al.
Published: (2013)

Customer Retention in Service Industry
by: Siew, Wei Teng, et al.
Published: (2020)

Assessing the effects of empowerment and emotions on job satisfaction in hotel service environments
by: Abdul Aziz, Yuhanis, et al.
Published: (2013)

Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry
by: Cheng, Boon Liat *, et al.
Published: (2019)

Consumer complaint behaviour, satisfaction with complaint handling, mobile phone dependency and relationship quality in mobile phone service industry
by: A. Rahman, Mohd. Khirzanbadzli
Published: (2016)

Behavioural economics and customer complaints in the communications sector
by: Xavier, Patrick, et al.
Published: (2011)

Evidence of empowerment in hotel industry : the case of hotel front liners in Malaysia
by: Abdul Aziz, Yuhanis, et al.
Published: (2011)

Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
by: Zainol, Noorliza, et al.
Published: (2014)

Marketing mix and its implication on emotions of hotel customer
by: Sanib, Noor Izza Rozian, et al.
Published: (2013)

A methodology to map customer complaints and measure customer satisfaction and loyalty
by: Faed, Alireza, et al.
Published: (2014)

Perceptions of Service Quality, Corporate Image, and Customer Loyalty in the Hotel Industry of Malaysia
by: Cham, Tat Huei
Published: (2010)

Profiling service failure and customer online complaint motives in the case of single failure and double deviation.
by: Poh, Theng Loo, et al.
Published: (2013)

Robust scheduling algorithm for guaranteed bit rate services
by: Mohd. Ramli, Huda Adibah, et al.
Published: (2013)

Consumers’ perceptions of green marketing in the hotel industry
by: Punitha, S., et al.
Published: (2016)

The effects of emotional dissonance and employee's empowerment on service quality and customer satisfaction perception: customer level analysis
by: Ab Aziz, Yuhanis
Published: (2008)

Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry
by: A. Rahman, Mohd. Khirzan Badzli, et al.
Published: (2015)

Hotel Service Quality And Customer Loyalty In Jordanian Hotels: A Case Study Of Marriott Hotels Chain
by: al-Rousan, Ramzi Mahmoud Refai
Published: (2011)

Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
by: Cheng, Boon Liat *
Published: (2015)

Winning Potential Customers through Online Complaint Management: A Case of Malaysian Hospitality Industry
by: Liew, Fionn Yin Foong
Published: (2014)

Antecedents of customer loyalty in the Malaysian hotel industry
by: Cheng, Boon Liat *, et al.
Published: (2015)

Linking service climate with customer satisfaction in Perak hotel industry: a study from service provider perspective
by: H’ng, Chun Siang, et al.
Published: (2018)

The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling
by: A. Rahman, Mohd Khirzanbadzli, et al.
Published: (2016)

When in Rome! Complaint contagion effect in multi-actor service ecosystems
by: Chen, Ke, et al.
Published: (2020)

The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services
by: Kim, Jong, et al.
Published: (2010)

Factors contribute to customer complaint towards services at operation department in Johor Port Berhad / Aqashah Shahren Luqman
by: Luqman, Aqashah Shahren
Published: (2013)

Comparison of marketing mix dimensions between local and international hotel customers in Malaysia
by: Sanib, Noor Izza Rozian, et al.
Published: (2013)