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...
Main Author: | Mohd Ali, Hairuddin |
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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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