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The impact of factors forming employee service attitude on service quality, customer satisfaction and loyalty in the hotel industry
Xin, Guan; Choi, Jeong-gil - In: Global business and finance review 25 (2020) 3, pp. 84-95
Purpose: This study investigates the effects of hotel employees' service attitude on service quality and examines the relationships among hotel employees' service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel...
Persistent link: https://www.econbiz.de/10012421409
Cover Image
The impact of factors forming employee service attitude on service quality, customer satisfaction and loyalty in the hotel industry
Xin, Guan; Choi, Jeong-gil - In: Global Business & Finance Review (GBFR) 25 (2020) 3, pp. 84-95
Purpose: This study investigates the effects of hotel employees' service attitude on service quality and examines the relationships among hotel employees' service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel...
Persistent link: https://www.econbiz.de/10013185564