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Purpose - The purpose of this study is to identify an appropriate factor structure that may be utilized to effectively measure a hotel's performance relative to service quality in a mid-scale setting. Customer perceptions of service quality in mid-scale hotels have largely been ignored; the focus...

Rauch, D. A.; Collins, M. D.; Nale, R. D.; Barr, P. B.
Emerald Group Publishing Ltd, Bradford, UK
International Journal of Contemporary Hospitality Management, 2015, 27, 1, pp 87-106