Conceptualising the service excellence and its antecedents: the development of the structural equation model

• 主要な著者: Abdul Aziz, Yuhanis, Awang, Khairil Wahidin
• フォーマット: 論文
• 言語: English
• 出版事項: Penerbit Universiti Teknologi MARA (UiTM) Malaysia 2010
• オンライン･アクセス: http://psasir.upm.edu.my/id/eprint/13750/1/Conceptualising%20the%20service%20excellence%20and%20its%20antecedents%20the%20development%20of%20the%20structural%20equation%20model.pdf; http://psasir.upm.edu.my/id/eprint/13750/; http://www.jthca.org/online-issues

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...