The Effect of Service Process on Guests Encounter Satisfaction at Three-Star Hotels

Most studies on the hotel industry deal with customer satisfaction and service quality in general. However, this study focuses on encounter satisfaction during the check-in process at three-star hotels in Peninsular Malaysia. The objectives of the study are to examine the ten dimensions of percep...

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Bibliographic Details
Main Author: Mohd Ali, Hairuddin
Format: Thesis
Language:English
English
Published: 2006
Subjects:
Online Access:http://psasir.upm.edu.my/id/eprint/6878/1/GSM_2006_8.pdf
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