|
| << previous | next >> |
Journal description
All volumes of the corresponding journal
All issues of the corresponding volume
All articles of the corresponding issues
Details for article 3 of 4 found articles
| Title: |
Measuring Personal Service Quality |
| Author: |
Wang, Youcheng Pearson, Thomas E. |
| Appeared in: |
International journal of hospitality and tourism administration |
| Paging: | Volume 3 (2002) nr. 2 pages 3-27 |
| Year: |
2002-03-01 |
| Contents: |
This study examined the personal service quality of international tourism hotels in China by measuring international hotel customer's satisfaction level and their perceived importance evaluation of personal service attributes. Six international hotels in Beijing and three departments (reception, food and beverage, and housekeeping) in each hotel were selected in this study. Responses from 472 customers were used for the data analysis of this study. It was found that customers identified friendliness and willingness to provide service in all three departments as service attributes with which they were very satisfied. Foreign language ability was identified as the least satisfactory in the reception and food and beverage departments. Customers also regarded friendliness and willingness to provide service as very important. |
| Publisher: |
Routledge |
| Source file: |
Elektronische Wetenschappelijke Tijdschriften |
Details for article 3 of 4 found articles
| << previous | next >> |