A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan

• Main Authors: Yang, Yun, Chan, Andrew
• Format: Article
• Language: English
• Published: Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2010
• Subjects: Travel and the state. Tourism; Service industries; Success in business. Performance
• Online Access: http://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf; http://ir.uitm.edu.my/id/eprint/19447/; https://www.jthca.org/

Although a number of researchers have proposed models to better investigate service performance in the hospitality industry, many of them are still along the Oliver’s (1981) expectation-disconfirmation theory. To more effectively and directly measure service performance, the performance-based measur...