Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/43236
Title: Business traveler satisfaction with hotel service encounters
Authors: Yung, E
Chan, A
Keywords: Customer satisfaction
Services
Service encounter
Hotels
Issue Date: 2001
Publisher: Taylor & Francis
Source: Journal of travel & tourism marketing, 2001, v. 11, no. 4, p. 29-41 How to cite?
Journal: Journal of travel & tourism marketing 
Abstract: Abstract This study examines customer satisfaction with a series of hotel services. Five service encounters were examined in a sample of business travelers (n = 140) who had stayed in Hong Kong hotels. Overall satisfaction and repurchase intention were differentially impacted by the various service encounters. Business center encounters had the greatest effect on business traveler satisfaction, followed by check-out and check-in encounters. Interestingly, room and restaurant encounters had the least impact on satisfaction. The delivery of good core services alone cannot guarantee customer satisfaction. Hotels must also pay attention to peripheral service delivery, because these encounters help to shape the customer's overall level of satisfaction and repurchase intention.
URI: http://hdl.handle.net/10397/43236
ISSN: 1054-8408 (print)
1540-7306 (online)
DOI: 10.1300/J073v11n04_03
Appears in Collections:Journal/Magazine Article

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