Tsaur, Sheng-Hshiung; Yen, Chang-Hua - In: International Journal of Contemporary Hospitality Management 31 (2019) 2, pp. 830-854
Purpose: Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary by customers; however, few studies have explored the construct of service redundancy. This study aims to...