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...

Full description

Bibliographic Details
Main Authors:	Yang, Yun, Chan, Andrew
Format:	Article
Language:	English
Published:	Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2010
Subjects:	Travel and the state. Tourism Service industries Success in business. Performance
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

id	uitm-19447
recordtype	eprints
spelling	uitm-194472018-03-09T04:14:46Z http://ir.uitm.edu.my/id/eprint/19447/ A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan Yang, Yun Chan, Andrew Travel and the state. Tourism Service industries Success in business. Performance 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 measurement of applying multilevel and multidimensional theory has been highly recommended in recent years. In view of the characteristics of service performance in the resort hotel, a hierarchical model that combined the concept of service encounters and Rust & Oliver’s (1994) three service dimensions is initially proposed in this study according to literature-based insights. Combining the results from in-depth interviews and reviews of the literature on the measurement scales of hospitality service performance, this study then identifies sub-dimensions and underlying attributes in the conceptual model. From perceiving service performance in the resort hotel, obvious distinctions and emphases that are different from those of the traditional or commercial hotel are also found in this study Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2010-04 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf Yang, Yun and Chan, Andrew (2010) A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 2 (1). 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 Service industries Success in business. Performance
spellingShingle	Travel and the state. Tourism Service industries Success in business. Performance Yang, Yun Chan, Andrew A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
description	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 measurement of applying multilevel and multidimensional theory has been highly recommended in recent years. In view of the characteristics of service performance in the resort hotel, a hierarchical model that combined the concept of service encounters and Rust & Oliver’s (1994) three service dimensions is initially proposed in this study according to literature-based insights. Combining the results from in-depth interviews and reviews of the literature on the measurement scales of hospitality service performance, this study then identifies sub-dimensions and underlying attributes in the conceptual model. From perceiving service performance in the resort hotel, obvious distinctions and emphases that are different from those of the traditional or commercial hotel are also found in this study
format	Article
author	Yang, Yun Chan, Andrew
author_facet	Yang, Yun Chan, Andrew
author_sort	Yang, Yun
title	A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_short	A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_full	A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_fullStr	A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_full_unstemmed	A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_sort	hierarchical approach to measure service performance in the resort hotel’s service encounters / yun yang and andrew chan
publisher	Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus
publishDate	2010
url	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
first_indexed	2023-09-18T23:02:35Z
last_indexed	2023-09-18T23:02:35Z
_version_	1777418272160874496

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

Similar Items