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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus
2010
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf |
| _version_ | 1796901013093875712 |
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| author | Yang, Yun Chan, Andrew |
| author_facet | Yang, Yun Chan, Andrew |
| author_sort | Yang, Yun |
| collection | UITM |
| 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 |
| first_indexed | 2024-03-06T01:43:46Z |
| format | Article |
| id | oai:ir.uitm.edu.my:19447 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T01:43:46Z |
| publishDate | 2010 |
| publisher | Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:194472018-03-09T04:14:46Z https://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 jthca 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 https://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan. (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). ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/ |
| 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 |
| title | 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_short | 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 |
| topic | Travel and the state. Tourism Service industries Success in business. Performance |
| url | https://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf |
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