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A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan

Although a number of researchers have proposed models to better investigate service performance in the hospitality industry, many of them are still along the Oliver’s (1981) expectation-disconfirmation theory. To more effectively and directly measure service performance, the performance-based measur...

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Main Authors: Yang, Yun, Chan, Andrew
Format: Article
Language:English
Published: Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2010
Subjects:
Travel and the state. Tourism
Service industries
Success in business. Performance
Online Access:http://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf
http://ir.uitm.edu.my/id/eprint/19447/
https://www.jthca.org/
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spelling my.uitm.ir.194472018-03-09T04:14:46Z http://ir.uitm.edu.my/id/eprint/19447/ A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan Yang, Yun Chan, Andrew Travel and the state. Tourism Service industries Success in business. Performance Although a number of researchers have proposed models to better investigate service performance in the hospitality industry, many of them are still along the Oliver’s (1981) expectation-disconfirmation theory. To more effectively and directly measure service performance, the performance-based measurement of applying multilevel and multidimensional theory has been highly recommended in recent years. In view of the characteristics of service performance in the resort hotel, a hierarchical model that combined the concept of service encounters and Rust & Oliver’s (1994) three service dimensions is initially proposed in this study according to literature-based insights. Combining the results from in-depth interviews and reviews of the literature on the measurement scales of hospitality service performance, this study then identifies sub-dimensions and underlying attributes in the conceptual model. From perceiving service performance in the resort hotel, obvious distinctions and emphases that are different from those of the traditional or commercial hotel are also found in this study Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2010-04 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf Yang, Yun and Chan, Andrew (2010) A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 2 (1). ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Travel and the state. Tourism
Service industries
Success in business. Performance
spellingShingle Travel and the state. Tourism
Service industries
Success in business. Performance
Yang, Yun
Chan, Andrew
A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
description Although a number of researchers have proposed models to better investigate service performance in the hospitality industry, many of them are still along the Oliver’s (1981) expectation-disconfirmation theory. To more effectively and directly measure service performance, the performance-based measurement of applying multilevel and multidimensional theory has been highly recommended in recent years. In view of the characteristics of service performance in the resort hotel, a hierarchical model that combined the concept of service encounters and Rust & Oliver’s (1994) three service dimensions is initially proposed in this study according to literature-based insights. Combining the results from in-depth interviews and reviews of the literature on the measurement scales of hospitality service performance, this study then identifies sub-dimensions and underlying attributes in the conceptual model. From perceiving service performance in the resort hotel, obvious distinctions and emphases that are different from those of the traditional or commercial hotel are also found in this study
format Article
author Yang, Yun
Chan, Andrew
author_facet Yang, Yun
Chan, Andrew
author_sort Yang, Yun
title A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_short A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_full A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_fullStr A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_full_unstemmed A hierarchical approach to measure service performance in the resort hotel’s service encounters / Yun Yang and Andrew Chan
title_sort hierarchical approach to measure service performance in the resort hotel’s service encounters / yun yang and andrew chan
publisher Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus
publishDate 2010
url http://ir.uitm.edu.my/id/eprint/19447/7/AJ_YUN%20YANG%20JTHCA%20B%2010.pdf
http://ir.uitm.edu.my/id/eprint/19447/
https://www.jthca.org/
_version_ 1685649214896340992
score 13.211869

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