Service experience through the eyes of budget hotel guests: do factors of importance influence performance dimensions?

Article English OPEN
Mohsin, A.; Lengler, J.;
  • Publisher: Elsevier
  • Related identifiers: doi: 10.1016/j.jhtm.2015.03.001
  • Subject: Service quality | China | Customer satisfaction | :Ciências Sociais::Economia e Gestão [Domínio/Área Científica] | Budget hotels

The aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimens... View more
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