CUSTOMER COMPLAINTS AND THE EFFECTIVENESS OF SERVICE GUARANTEES IN THE HOTEL INDUSTRY

QR Code

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...

Full description

Bibliographic Details
Published in:	Tourism and Hospitality Management
Main Author:	Shahril A.M.; Aziz Y.A.
Format:	Article
Language:	English
Published:	University of Rijeka 2022
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

Similar Items

Effect of Service Recovery towards Customer Satisfaction in Banking Industry
by: Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
Published: (2021)

Exploring customer service experience equity on the customers’ behavioral intention in tourism industry
by: Hashim N.; Haque A.; Wahab A.A.O.A.
Published: (2014)

Pnscares: The android based mobile application to manage student complaints
by: Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
Published: (2020)

Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
by: Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
Published: (2023)

A Survey on Daily Activity Inclination and Health Complaints among Urban Youth in Malaysia
by: Chen A.-H.; Rosli S.A.; Hovis J.K.
Published: (2020)

In China, customer engagement mediates between brand image and purchase intention of premium hotels
by: Hoo W.C.; Xiaoyan L.; Ziyae B.; Ramli S.; Moosa V.
Published: (2023)

The Impact of Verbal abuse and Vindictive Customer Behaviors on Food Rider Job Stress: The Moderating of Social Su pport to Employee Job Stress
by: Redzuan N.M.; Shahril A.M.; Chik C.T.; Aziz A.A.
Published: (2023)

Employee socialization process and engagement in Malaysian hotel industry
by: Samah I.H.A.; Rashid I.M.A.; Shamsudin A.S.; Husain W.A.F.W.; Amlus M.H.; Rahim N.S.A.; Hamzah H.
Published: (2023)

The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country
by: Uzir M.U.H.; Al Halbusi H.; Thurasamy R.; Thiam Hock R.L.; Aljaberi M.A.; Hasan N.; Hamid M.
Published: (2021)

Sustainable Facilities Management (SFM) Initiatives in Malaysia Hotel Industry
by: Talib A.A.A.; Ariff N.R.M.; Hasim M.S.; Hanafiah M.H.; Sivam A.
Published: (2023)

Predicting sustainable tourism: examining customers' intention to visit green hotels using an extended norm activation model
by: Waris, et al.
Published: (2024)

Predicting sustainable tourism: examining customers’ intention to visit green hotels using an extended norm activation model
by: Waris I.; Mohd Suki N.
Published: (2024)

Assessing customer satisfaction on service quality of Light Rail Transit (LRT) transportation in Malaysia
by: Azlan N.N.I.M.; Norhisham S.; Roslan R.; Yuzainee M.Y.; Bakar M.F.A.; Ismail N.; Rais N.M.; Yukawa S.; Wakijan A.; Masjuki S.A.
Published: (2024)

Organizational learning, innovativeness and performance of financial service firms in an emerging market: examining the mediation effects of customer-focused strategy
by: Yuliansyah Y.; Rammal H.G.; Maryani M.; Mohamed Jais I.R.; Mohd-Sanusi Z.
Published: (2021)

Let’s get acquainted: an empirical study on takaful customer-service provider relationships from Saudi Arabian perspectives
by: Osman I.; Abdur Rehman M.; Mohy Ul Din S.; Shams G.; Aziz K.
Published: (2022)

Knowledge strategic choices in implementing knowledge strategy: Case of malaysian hotel industry
by: Ismail H.; Radzi S.M.; Ahmad N.; Nordin S.K.A.
Published: (2015)

Transforming Laundry Services: A User-Centric Approach to Streamlined Operations and Customer Satisfaction
by: Kalo I.; Amron M.T.
Published: (2023)

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers
by: Abdur Rehman M.; Khan S.; Osman I.; Aziz K.; Shams G.
Published: (2021)

Investigating the relationship between service quality and customer satisfaction: An empirical perspective on pharmaceutical healthcare sector
by: Putit L.; Abd Karim N.F.; Zainuddin N.
Published: (2011)

What Factors Influence Customer Attitudes and Mindsets towards the Use of Services and Products of Islamic Banks in Bangladesh?
by: Hoque M.N.; Rahman M.K.; Said J.; Begum F.; Hossain M.M.
Published: (2022)

Greening the hospitality industry: examining institutional influences and perceived benefits of EMS in Malaysian SME hotels
by: Hamzah, et al.
Published: (2024)

Greening the hospitality industry: examining institutional influences and perceived benefits of EMS in Malaysian SME hotels
by: Hamzah H.; Wahab S.N.; Othman N.; Ferguson G.
Published: (2024)

Does Customer Loyalty Lead to Successful Automotive Industry? a Study of Malaysian Consumer
by: Ruslan M.S.; Razak N.S.A.; Kamaruding M.; Alshurideh M.
Published: (2023)

Modeling the contingent role of technological optimism on customer satisfaction with self-service technologies: A case of cash-recycling ATMs
by: Othman A.K.; Hamzah M.I.; Abu Hassan L.F.
Published: (2020)

Do customers' perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
by: Rahman M.K.; Hoque M.N.; Yusuf S.N.S.; Bin Yusoff M.N.H.; Begum F.
Published: (2023)

The moderating role of perceived organizational support in the relationship between job satisfaction, organizational commitment, and customers perceived service quality: A conceptual study
by: Al-Refaei A.A.; Ibrahim A.; Alshuhumi S.; Madani Y.
Published: (2024)

A preliminary study on boutique hotels in the city of Kuala Lumpur
by: Arifin A.S.; Jamal S.A.; Aziz A.A.; Ismail S.S.
Published: (2015)

MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
by: Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
Published: (2022)

Challenges in Land Title Issuance for Water Assets in the Restructured Water Services Industry
by: Ghani A.A.; Yunus N.M.; Sukereman A.S.
Published: (2023)

Conceptual framework of sustainable interior design (SID) criteria and components to hotel's operational performance effectiveness
by: Che Abdullah S.N.; Khalil N.; Haron S.N.; Hamid M.Y.; Abdullah Sani S.I.; Ajis A.
Published: (2024)

Unveiling the Impact of Sustainable Interior Design Criteria on Hotel’s Operational Performance Effectiveness and User’s Hedonic Consumption
by: Abdullah S.N.C.; Khalil N.; Haron S.N.; Hamid M.Y.; Yan Y.
Published: (2023)

Factors that affect voluntary turnover among millennials in the professional services industry of Kuala Lumpur
by: Ting L.P.; Bakar S.M.S.A.; Jing F.K.M.; Hoo W.C.; Singh H.
Published: (2024)

Green Intellectual Capital and Sustainable Performance of Hotels in Malaysia
by: Shazali R.A.; Kamaluddin A.; Sa'ad S.; Khalique M.
Published: (2023)

Meal pace experience, customer satisfaction and customer revisit intention at casual dining restaurants in Kuala Lumpur
by: Ismail H.; Amirhonarvari S.; Radzi S.M.
Published: (2012)

Meal pace experience, customer satisfaction and customer revisit intention at casual dining restaurants in Kuala Lumpur
by: Ismail H.; Amirhonarvari S.; Radzi S.M.
Published: (2012)

Internet of Medical Things Readiness with 5G Infrastructure and Service Implementation for Healthcare Industry in Malaysia
by: Matusin A.; Idrus S.M.; Aliana Hidayah Mohamed N.; Huda Saris N.N.; Nasruddin Atiqullah Fakrullah A.; Amran M.E.
Published: (2023)

EVALUATION OF QUARANTINE PROGRAM: LESSON FROM HOTELS IN INDONESIA
by: Choirisa S.F.; Harun S.; Rizkalla N.
Published: (2023)

Modular Construction System (MCS) in Malaysia: Mass Customization Through Combinatorial
by: Aziz S.; Che Mohd Nasir S.N.; Hatrom R.; Ahmad Bazuli L.; Abdullah M.R.
Published: (2019)

Technology acceptance of artificial intelligence (AI) among heads of finance and accounting units in the shared service industry
by: Norzelan N.A.; Mohamed I.S.; Mohamad M.
Published: (2024)

THE FACTORS INFLUENCING THE SUCCESS OF BOUTIQUE HOTELS IN KLANG VALLEY, MALAYSIA
by: Majid R.A.; Said R.; Omar M.D.; Wahid N.; Rosman S.H.
Published: (2024)