The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Year of publication: |
September 2018
|
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Authors: | Wu, Wann-Yih ; Qomariyah, Alfiyatul ; Nguyen Thi Truong Sa ; Liao, Yingkai |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 75.2018, p. 48-57
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Subject: | Service failure | Service recovery | Customer satisfaction | Quality function deployment | Analytic network process | Kundenzufriedenheit | Qualitätsmanagement | Quality management | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | AHP-Verfahren | AHP approach | Kundenservice | Customer service | Gastgewerbe | Hospitality industry | Beziehungsmarketing | Relationship marketing |
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