Service quality in the hotel industry: When cultural contexts matter

Cornell Hospitality Quarterly

Volumn 50, Issue 4, 2009, Pages 460-474

  Tse, Eliza Ching Yick ^a   Ho, Suk Ching ^b  

^a CHINESE UNIVERSITY OF HONG KONG   (Hong Kong)

^b Department of Marketing ^*  (Hong Kong)

Author keywords

Critical incident technique; Customer satisfaction; Hong Kong hotels; Service failure; Service recovery

Indexed keywords

EID: 70450066928     PISSN: 19389655     EISSN: None     Source Type: Journal    
DOI: 10.1177/1938965509338453     Document Type: Article

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