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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| Format: | Article |
| Language: | English |
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Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus
2010
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| Online Access: | http://ir.uitm.edu.my/id/eprint/19447/ http://ir.uitm.edu.my/id/eprint/19447/ http://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf |