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One of the earliest attempts to grapple with the service quality concept came from the so-called Nordic School. In this approach, service quality was seen as having two basic dimensions: [8] Technical quality: What the customer receives as a result of interactions with the service firm (e.g. a meal in a restaurant, a bed in a hotel)
Cornell Hospitality Quarterly is abstracted and indexed in SCOPUS and the Social Sciences Citation Index.According to the Journal Citation Reports, its 2017 impact factor is 2.06, ranking it 31 out of 146 journals in the category "Sociology", [2] 98 out of 209 journals in the category "Management", [3] and 25 out of 50 journals in the category "Hospitality, Leisure, Sport & Tourism".
The International Hospitality Review is a biannual peer-reviewed academic journal covering the hospitality and tourism fields. It is published by the Florida International University School of Hospitality & Tourism Management. [1] The editor-in-chief is Jinlin Zhao.
Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. [3] It is expected that AI ...
It is widely used by service firms, most often in conjunction with other measures of service quality and customer satisfaction. The SERVQUAL instrument was developed as part of a broader conceptualization of how customers understand service quality. This conceptualization is known as the model of service quality or more popularly as the gaps model.
Tourism and Hospitality Research is a quarterly peer-reviewed academic journal covering the field of hospitality management. The editor is Marina Novelli ( University of Brighton ). It was established in 2004 and is published by SAGE Publications .
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Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and ...