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

• Asıl Yazarlar: Yang, Yun (Yazar), Chan, Andrew (Yazar)
• Materyal Türü: Kitap
• Baskı/Yayın Bilgisi: Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus, 2010-04.
• Konular: Article; PeerReviewed
• Online Erişim: Link Metadata

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...