Causal relationship between service guarantees and customer satisfaction in four-and five-star hotels in Malaysia
One of the main issues in the hotel sector, particularly in the four-and five-star hotel in Malaysia, is the inability to implement full service guarantees since employee cannot deliver the service promise. The four-and five star hotels continuing difficulty in delivering reliable, high-quality serv...
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| Formato: | Thesis |
| Idioma: | English |
| Publicado em: |
2014
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| Acesso em linha: | http://psasir.upm.edu.my/id/eprint/70213/1/FEP%202014%2028%20-%20IR.pdf |