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 m...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Published: |
Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus,
2010-04.
|
| Subjects: | |
| Online Access: | Link Metadata |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Internet
Link Metadata3rd Floor Main Library
| Call Number: |
A1234.567 |
|---|---|
| Copy 1 | Available |