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Title: Business traveler satisfaction with hotel service encounters
Authors: Yung, E
Chan, A
Issue Date: 2001
Source: Journal of travel & tourism marketing, 2001, v. 11, no. 4, p. 29-41
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.
Keywords: Customer satisfaction
Service encounter
Publisher: Routledge, Taylor & Francis Group
Journal: Journal of travel & tourism marketing 
ISSN: 1054-8408
EISSN: 1540-7306
DOI: 10.1300/J073v11n04_03
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