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The literature has recognized the existence of a nonlinear impact of service performance on customer satisfaction. Thus, this study investigates use of the critical incident technique as an input to penalty-reward contrast analysis, showing the nonlinear impact of service quality on customers'...

Tontini, G.; Bento, G. dos S.; Milbratz, T. C.; Volles, B. K.; Ferrari, D.
Elsevier Ltd, Amsterdam, Netherlands
International Journal of Hospitality Management, 2017, 66, pp 106-116
AbstractFull Text

The present research aims to compare the performance perception of large Brazilian hotels, from the perspective of customers and managers. Since the adequate perception of (dis)satisfaction by the managers allows improvements to be implemented, in order to improve the service provided. For the data ...

Schäfer, J. D.; Bortoluzzi, D. A.; Maier, S. M.; Lunkes, R. J.
Centro de Investigaciones y Estudios Turísticos, Buenos Aires, Argentina
Estudios y Perspectivas en Turismo, 2018, 27, 3, pp 666-678