Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin
Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with servic...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus
2010
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf |
| _version_ | 1796901012510867456 |
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| author | Abdul Aziz, Yuhanis Wahiddin, Khairil |
| author_facet | Abdul Aziz, Yuhanis Wahiddin, Khairil |
| author_sort | Abdul Aziz, Yuhanis |
| collection | UITM |
| description | Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with service characteristics, empowerment of employees, service excellence, and its impact on the selected outcomes. Using the existing literature, a proposed structural equation model with its associated hypotheses is developed to explain the relationship between service experience antecedents and its associated outcomes. Hence, the proposed model provides an understanding of the inter-linkages among service excellence, its antecedents and the outcomes. It provides some clearer insights into the importance of managing customer service experience which can contribute to customer satisfaction as well as enhancing an organisation’s competitive advantage. This is a conceptual paper, thus empirical work is required to test various research propositions empirically. The implications for the practitioners are also discussed. |
| first_indexed | 2024-03-06T01:43:45Z |
| format | Article |
| id | oai:ir.uitm.edu.my:19444 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T01:43:45Z |
| publishDate | 2010 |
| publisher | Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:194442018-03-15T08:17:19Z https://ir.uitm.edu.my/id/eprint/19444/ Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin jthca Abdul Aziz, Yuhanis Wahiddin, Khairil Travel and the state. Tourism Success in business. Performance Consumer satisfaction Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with service characteristics, empowerment of employees, service excellence, and its impact on the selected outcomes. Using the existing literature, a proposed structural equation model with its associated hypotheses is developed to explain the relationship between service experience antecedents and its associated outcomes. Hence, the proposed model provides an understanding of the inter-linkages among service excellence, its antecedents and the outcomes. It provides some clearer insights into the importance of managing customer service experience which can contribute to customer satisfaction as well as enhancing an organisation’s competitive advantage. This is a conceptual paper, thus empirical work is required to test various research propositions empirically. The implications for the practitioners are also discussed. Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus 2010-04 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin. (2010) Journal of Tourism, Hospitality & Culinary Arts (JTHCA) <https://ir.uitm.edu.my/view/publication/Journal_of_Tourism,_Hospitality_=26_Culinary_Arts_=28JTHCA=29/>, 2 (1). pp. 1-14. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/ |
| spellingShingle | Travel and the state. Tourism Success in business. Performance Consumer satisfaction Abdul Aziz, Yuhanis Wahiddin, Khairil Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin |
| title | Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin |
| title_full | Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin |
| title_fullStr | Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin |
| title_full_unstemmed | Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin |
| title_short | Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin |
| title_sort | conceptualising the service excellence and its antecedents the development of the structural equation model yuhanis abdul aziz and khairil wahiddin |
| topic | Travel and the state. Tourism Success in business. Performance Consumer satisfaction |
| url | https://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf |
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