Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin

• Main Authors: Abdul Aziz, Yuhanis, Wahiddin, Khairil
• Format: Article
• Language: English
• Published: Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus 2010
• Subjects: Travel and the state. Tourism; Success in business. Performance; Consumer satisfaction
• Online Access: http://ir.uitm.edu.my/id/eprint/19444/7/AJ_YUHANIS%20ABDUL%20AZIZ%20JTHCA%20B%2010.pdf; http://ir.uitm.edu.my/id/eprint/19444/; https://www.jthca.org/

Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with servic...