Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin

Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with servic...

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Main Authors:	Abdul Aziz, Yuhanis, Wahiddin, Khairil
Format:	Article
Language:	English
Published:	Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus 2010
Subjects:	Travel and the state. Tourism Success in business. Performance Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/19444/ http://ir.uitm.edu.my/id/eprint/19444/ http://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf

id	uitm-19444
recordtype	eprints
spelling	uitm-194442018-03-15T08:17:19Z http://ir.uitm.edu.my/id/eprint/19444/ Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin Abdul Aziz, Yuhanis Wahiddin, Khairil Travel and the state. Tourism Success in business. Performance Consumer satisfaction Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with service characteristics, empowerment of employees, service excellence, and its impact on the selected outcomes. Using the existing literature, a proposed structural equation model with its associated hypotheses is developed to explain the relationship between service experience antecedents and its associated outcomes. Hence, the proposed model provides an understanding of the inter-linkages among service excellence, its antecedents and the outcomes. It provides some clearer insights into the importance of managing customer service experience which can contribute to customer satisfaction as well as enhancing an organisation’s competitive advantage. This is a conceptual paper, thus empirical work is required to test various research propositions empirically. The implications for the practitioners are also discussed. Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus 2010-04 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf Abdul Aziz, Yuhanis and Wahiddin, Khairil (2010) Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 2 (1). pp. 1-14. ISSN 2590-3837 http://www.jthca.org
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Travel and the state. Tourism Success in business. Performance Consumer satisfaction
spellingShingle	Travel and the state. Tourism Success in business. Performance Consumer satisfaction Abdul Aziz, Yuhanis Wahiddin, Khairil Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
description	Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with service characteristics, empowerment of employees, service excellence, and its impact on the selected outcomes. Using the existing literature, a proposed structural equation model with its associated hypotheses is developed to explain the relationship between service experience antecedents and its associated outcomes. Hence, the proposed model provides an understanding of the inter-linkages among service excellence, its antecedents and the outcomes. It provides some clearer insights into the importance of managing customer service experience which can contribute to customer satisfaction as well as enhancing an organisation’s competitive advantage. This is a conceptual paper, thus empirical work is required to test various research propositions empirically. The implications for the practitioners are also discussed.
format	Article
author	Abdul Aziz, Yuhanis Wahiddin, Khairil
author_facet	Abdul Aziz, Yuhanis Wahiddin, Khairil
author_sort	Abdul Aziz, Yuhanis
title	Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
title_short	Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
title_full	Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
title_fullStr	Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
title_full_unstemmed	Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
title_sort	conceptualising the service excellence and its antecedents: the development of the structural equation model / yuhanis abdul aziz and khairil wahiddin
publisher	Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus
publishDate	2010
url	http://ir.uitm.edu.my/id/eprint/19444/ http://ir.uitm.edu.my/id/eprint/19444/ http://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf
first_indexed	2023-09-18T23:02:35Z
last_indexed	2023-09-18T23:02:35Z
_version_	1777418271739346944

Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin

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