The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wann-Yih Wu, Alfiyatul Qomariyah, Nguyen Thi Truong Sa, Yingkai Liao
| Year of publication: |
September 2018
|
|---|---|
| Authors: | Wu, Wann-Yih ; Qomariyah, Alfiyatul ; Nguyen Thi Truong Sa ; Liao, Yingkai |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 75.2018, p. 48-57
|
| Subject: | Service failure | Service recovery | Customer satisfaction | Quality function deployment | Analytic network process | Qualitätsmanagement | Quality management | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | AHP-Verfahren | AHP approach | Gastgewerbe | Hospitality industry | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Taiwan |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2018.03.010 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011944943