The Impact Of Hotel Service Quality On Customer Satisfaction And Behavioural Intentions
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The Impact Of Hotel Service Quality On Customer Satisfaction And Behavioural Intentions
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Author : Fan Michelle Yang
language : en
Publisher:
Release Date : 2004
The Impact Of Hotel Service Quality On Customer Satisfaction And Behavioural Intentions written by Fan Michelle Yang and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Hotels categories.
The Influence Of Service Quality On Customer Satisfaction Customer Value And Behavioral Intentions In The Hotel Sector Of Ethiopia
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Author : Tewodros Mesfin Deneke
language : en
Publisher:
Release Date : 2015
The Influence Of Service Quality On Customer Satisfaction Customer Value And Behavioral Intentions In The Hotel Sector Of Ethiopia written by Tewodros Mesfin Deneke and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Consumer behavior categories.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
The Effects Of Service Recovery Satisfaction On Customer Loyalty And Future Behavioral Intentions
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Author : Kristen A. Riscinto-Kozub
language : en
Publisher:
Release Date : 2008
The Effects Of Service Recovery Satisfaction On Customer Loyalty And Future Behavioral Intentions written by Kristen A. Riscinto-Kozub and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Consumer complaints categories.
A Study Of The Impact Of Frontline Employee Traits On Service Quality And Customer Satisfaction In Uk Hotels
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Author : Augustina Sarkey
language : en
Publisher:
Release Date : 2013
A Study Of The Impact Of Frontline Employee Traits On Service Quality And Customer Satisfaction In Uk Hotels written by Augustina Sarkey and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
This study examines the impact of front line personality traits on customer satisfaction in hotels in the UK. The literature review, which is the secondary data, serves as a basis for this study and it is made up of two parts: Review of the hotel industry in UK, the relationship between generic providers' quality and interaction quality, and personality theory. The primary data is collected through 150 structured questionnaires which were completed by customers who have had a hotel visit experience over the past twelve months in the UK. The questionnaire design is based on the Ten Item Personality Instrument (TIPI) and the modified SERVQUAL Scale. Furthermore, the study explores how customer satisfaction influences behavioral intentions. From this research, significant findings have been brought forward. It was found out that there are significant relationships between front line employee personality and customer satisfaction in the hotel industry. Customers' satisfaction is found to have positve influences on intention to revisit and intention to recommend. Regarding managerial implications, managers may identify relevant psychological traits in order to establish a relatively good employee- job fit. Managers may also know what kind of employees are most appropriate and more competent for providing quality services to customers. Consequently, managers may select and recruit front line employees according to desired psychological traits.(e.g. enthusiastic, warm, sociable, and sympathetic) at the service encounter in order to improve the delivery of services and demonstrate a positive attitude towards guest service.
The Focus Group Research Handbook
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Author : Holly Edmunds
language : en
Publisher: McGraw Hill Professional
Release Date : 2000-05-22
The Focus Group Research Handbook written by Holly Edmunds and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-05-22 with Business & Economics categories.
The Focus Group Research Handbook is a comprehensive guide to contracting with a market research vendor to create a customized focus group study for your business or organization. Author Holly Edmunds thoroughly explains and simplifies the methodology of focus group studies, and comprehensively outlines the steps you'll need to follow to implement and then analyze focus group research. From designing research vendor questionnaires, to selecting an effective moderator, from analyzing results to turning those results into workplace gains, this book will provide you with all the tools and tips you'll need to simplify the focus group process.
Resort Development And Management
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Author : Chuck Y. Gee
language : en
Publisher: Educational Inst of the Amer Hotel
Release Date : 1996-01-01
Resort Development And Management written by Chuck Y. Gee and has been published by Educational Inst of the Amer Hotel this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996-01-01 with Business & Economics categories.
Service Quality In Leisure And Tourism
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Author : Andrea Krauz
language : en
Publisher:
Release Date : 2016-09-15
Service Quality In Leisure And Tourism written by Andrea Krauz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-15 with categories.
Tourism has been one of the world's fastest growing industries, and there are large societies entirely dependent upon the visitor for their sustenance. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. Much of the attention given to service quality is motivated by the premise that it will increase customer satisfaction and ultimately lead to better financial performance. The quality of products and services has also been related to external indicators of customer satisfaction such as complaints, warranty, litigation and market share. Satisfied customers often lead to loyal customers who continuously repurchase the product or service. However, all organizations are dependent upon repeat purchases that lead to higher profitability. Empirical evidence suggests that customer satisfaction mediates the relationship between service quality and firm performance. Service Quality in Leisure and Tourism aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It deals with the impact of service quality in tourism and customer satisfaction; presents the theoretical model of the research indicating the dimensions of quality in tourism. It shows that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.Delivering high quality service within the hospitality industry positively influences a customer's perception of value. Tourist satisfaction is the result of the interaction between a tourist's experience in the destination area and his or her previous expectations about the destination. Satisfying the tourist is critical because it has an effect on the expectations and intentions for the customer's next destination purchasing decision. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
The Routledge Handbook Of Consumer Behaviour In Hospitality And Tourism
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Author : Saurabh Kumar Dixit
language : en
Publisher: Routledge
Release Date : 2017-04-07
The Routledge Handbook Of Consumer Behaviour In Hospitality And Tourism written by Saurabh Kumar Dixit and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-04-07 with Business & Economics categories.
Consumer behaviour is one of the most explored topics in tourism and hospitality marketing, interchangeably denoted by the terms ‘traveller behaviour’, ‘tourist behaviour’ or ‘guest behaviour’. Consumer behaviour acts as an origin for every tourism and hospitality marketing activity. It offers an understanding of why people tend to choose certain products or services and what sort of factors influence them in making their decision. The decision process of buying tourism products or services takes time, because they are mostly intangible in nature due to which there are many risks involved in their buying process. The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism aims to explore and critically examine current debates, critical reflections of contemporary ideas, controversies and pertinent queries relating to the rapidly expanding discipline of consumer behaviour in hospitality and tourism. The Handbook offers a platform for dialogue across disciplinary and national boundaries and areas of study through its diverse coverage. It is divided into six parts: Part I offers an overview of consumer behaviour; Part II focuses on the service quality perspectives of consumer behaviour; Part III deliberates on customer satisfaction and consumer behaviour linkages; Part IV explores the re-patronage behaviour of consumers; Part V addresses the vital issues concerning online consumer behaviour; and Part VI elaborates upon other emerging paradigms of consumer behaviour. Although there is no dearth of empirical studies on different viewpoints of consumer behaviour, there is a scarcity of literature providing conceptual information. The present Handbook is organised to offer a comprehensive theoretical body of knowledge narrating consumer behaviour, especially for hospitality and tourism businesses and operations. It attempts to fill this research gap by offering a 'globalised' volume comprising chapters organised using both practical and academic approaches. This Handbook is essential reading for students, researchers and academics of Hospitality as well as those of Tourism, Marketing, International Business and Consumer Behaviour.
Service Quality In Hospitality Organizations
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Author : Michael D. Olsen
language : en
Publisher: Weidenfeld & Nicolson
Release Date : 1996
Service Quality In Hospitality Organizations written by Michael D. Olsen and has been published by Weidenfeld & Nicolson this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Customer services categories.
