Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

• 主要な著者: Cheng, Boon Liat, Shaheen, Mansori, Gan, Chin Chuan, Imrie, Brian C.
• フォーマット: 論文
• 出版事項: Taylor and Francis 2017
• 主題: HD28 Management. Industrial Management
• オンライン･アクセス: http://eprints.intimal.edu.my/684/; http://dx.doi.org/10.1080/08911762.2016.1262932; http://dx.doi.org/10.1080/08911762.2016.1262932

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sec...