CUSTOMER COMPLAINTS AND THE EFFECTIVENESS OF SERVICE GUARANTEES IN THE HOTEL INDUSTRY
Purpose - This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery. F...
| Published in: | Tourism and Hospitality Management |
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| Main Author: | |
| Format: | Article |
| Language: | English |
| Published: |
University of Rijeka
2022
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-85136304712&doi=10.20867%2fthm.28.2.9&partnerID=40&md5=932c102e216c9621a985dcc6e5a8215f |