How "quality" determines customer satisfaction : evidence from the mystery shoppers' evaluation

Chih-Hsing Liu (Department of Leisure & Recreation Administration, Research Center of Tourism School, Ming Chuan University, Taoyuan, Taiwan), Sheng-Fang Chou (Department of Hospitality Management, Research Center of Tourism School, Ming Chuan University, Taoyuan, Taiwan), Bernard Gan (School of Organization and Management, University of New South Wales, Sydney, Australia), Jin-Hua Tu (Graduate Institute of Recreation, Tourism and Hospitality Management, National Chiayi University, Chiayi, Taiwan)