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

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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...

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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

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