OBTAINING AN IN-DEPTH UNDERSTANDING OF THE ASSURANCE DIMENSION OF SERVQUAL IN THE SPA INDUSTRY: A CASE OF SPAS IN BANGKOK
Purpose - Among the five SERVQUAL dimensions, reliability is one of the most criticised dimensions because it is ambiguous and interpreted differently in the service literature. In addition, perceived hygiene, which is related to the attribute of safety, is becoming increasingly important in cust...
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| Format: | Article |
| Language: | English |
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Faculty of tourism and hospitality management
2022-08-01
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| Series: | Tourism and Hospitality Management |
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| Online Access: | https://thm.fthm.hr/images/issues/vol28no2/7_Sangpikul |