The Effect of Service Process on Guests Encounter Satisfaction at Three-Star Hotels

Most studies on the hotel industry deal with customer satisfaction and service quality in general. However, this study focuses on encounter satisfaction during the check-in process at three-star hotels in Peninsular Malaysia. The objectives of the study are to examine the ten dimensions of percep...

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Bibliographic Details
Main Author:	Mohd Ali, Hairuddin
Format:	Thesis
Language:	English English
Published:	2006
Subjects:	Consumer satisfaction - Peninsular Malaysia Customer services - Peninsular Malaysia
Online Access:	http://psasir.upm.edu.my/id/eprint/6878/1/GSM_2006_8.pdf

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