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Towards an understanding of total service quality in hotels

✍ Scribed by Hugh Wilkins; Bill Merrilees; Carmel Herington

Book ID
116556046
Publisher
Elsevier Science
Year
2007
Tongue
English
Weight
208 KB
Volume
26
Category
Article
ISSN
0278-4319

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Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the UK were asked to provide written free responses indicating the best and worst aspects of the service they had experienced. These data were explored using the 18-point framework of Johnston (1995). Service quality