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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| Main Author: | |
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| Format: | Thesis |
| Language: | English English |
| Published: |
2006
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/6878/1/GSM_2006_8.pdf |
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