Service Management: In Tourism And Hospitality

 Service Management: in Tourism and Hospitality pdf

In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists’perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations an...

Paperback: 120 pages
Publisher: LAP LAMBERT Academic Publishing (July 29, 2011)
Language: English
ISBN-10: 3845422874
ISBN-13: 978-3845422879
Product Dimensions: 5.9 x 0.3 x 8.7 inches
Format: PDF Text djvu ebook


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