The paper examines the quality of customer service in Varna hotels. Quantitative methods are used – a survey conducted among 135 participants from 22 countries, staying at hotels in Varna. The findings reveal foreign tourists' perceptions of the services in Varna hotels. Customer evaluation of...

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...

This study investigates service breakdown as the cause of customers’ aggressive behaviours in the hospitality industry and how customer aggression affects employee performance. Survey method was adopted in conducting the research. Questionnaire was the major instrument for data collection as...

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...

Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including...