[PDF][PDF] Perceptions of service quality in Jordanian hotels
SA Al Khattab, JS Aldehayyat - International Journal of Business and …, 2011 - academia.edu
The importance of service quality for business performance has been recognized in the
literature through the direct effect on customer satisfaction and the indirect effect on …
literature through the direct effect on customer satisfaction and the indirect effect on …
Service TRIZ: an approach for service quality design–with a case study in the hospitality industry
A Shahin, M Pourhamidi - International Journal of Business …, 2011 - inderscienceonline.com
This paper develops the service theory of inventive problem-solving (TRIZ) for service
quality design. It also proposes a new generic contradiction matrix for problem-solving in …
quality design. It also proposes a new generic contradiction matrix for problem-solving in …
The effects of customer orientation behaviour on hotel frontliners' job outcomes
Customer-orientation behaviour which refers to the employee's tendency or predisposition to
meet client's need in the job context has become a prime variable of interest for …
meet client's need in the job context has become a prime variable of interest for …
[引用][C] A study of service quality, customer satisfaction, corporate image and customer loyalty in the hotel industry in Malaysia
CB Liat, MZ Abdul Rashid - Contemporary Research Issues and Challenges in …, 2011