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Extending the Technology Acceptance Model (TAM) to explore customer’s behavioral intention to use Self-Service Technologies (SSTs) in Chinese budget hotels
Yang, Ke; Choi, Jeong-gil; Chung, Jellna - In: Global business and finance review 26 (2021) 1, pp. 79-94
Purpose: With the development and increasing adoption of the Internet in the early 21st century, SSTs (Self-Service Technologies) rapidly permeated all aspects of life. Many service providers in China are adopting a wide range of SSTs. This is mainly because they think SSTs improve customer...
Persistent link: https://www.econbiz.de/10012695748
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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
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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 & 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