Cheng, Boon Liat; Gan, Chin Chuan; Imrie, Brian C.; … - In: International Journal of Quality and Service Sciences 11 (2019) 2, pp. 187-203
Purpose: The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach: A self-administered questionnaire was distributed to 500 respondents...