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Abstract

Numerous studies indicate that customer satisfaction is closely related to hotel employees' service attitude, and that distinct segments of a target tourist market require distinct customer service emphases. The enclosed study finds, for example, that Taiwanese tourists generally appreciate...

Author(s)
Kuo ChunMin
Publisher
Elsevier, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2009, 28, 3, pp 302-309
Abstract

The purpose of this paper is to determine the dimensions of international hotel employee service attitude and the differences in customer satisfaction with these dimensions among guests from the USA, Japan, and Taiwan, and the resulting practical managerial implications in the area of international ...

Author(s)
Kuo ChunMin
Publisher
Routledge, Taylor & Francis, London, UK
Citation
Service Industries Journal, 2009, 29, 9/10, pp 1199-1214