Staff View: Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto

Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto

This study reports an assessment of perceived service differences based on brand of origin (international and domestic brands) in the hotel industry. This study endeavours to extend recent advances in services marketing theory on service evaluation constructs: service quality, customer satisfaction,...

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Main Author:	Suhartanto, Dwi
Format:	Article
Language:	English
Published:	Universiti Teknologi MARA (UiTM), Malaysia 2011
Subjects:	Branding (Marketing) Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Online Access:	http://ir.uitm.edu.my/id/eprint/44425/1/44425.pdf http://ir.uitm.edu.my/id/eprint/44425/ https://www.jthca.org/
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id	my.uitm.ir.44425
record_format	eprints
spelling	my.uitm.ir.444252021-03-29T13:53:53Z http://ir.uitm.edu.my/id/eprint/44425/ Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto Suhartanto, Dwi Branding (Marketing) Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service This study reports an assessment of perceived service differences based on brand of origin (international and domestic brands) in the hotel industry. This study endeavours to extend recent advances in services marketing theory on service evaluation constructs: service quality, customer satisfaction, perceived value, brand image and brand loyalty at the international and domestic brand level of analysis. A total of 240 four-star hotel guests responded to the survey. The results suggest that international hotel guests perceived better service quality and brand loyalty compared with domestic hotel guests. The differences in how loyalty determinants affect brand loyalty persist across domestic and international hotel brands. Universiti Teknologi MARA (UiTM), Malaysia 2011-12 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/44425/1/44425.pdf Suhartanto, Dwi (2011) Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto. Journal of Tourism, Hospitality & Culinary Arts, 3 (3). pp. 1-24. 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	Branding (Marketing) Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service
spellingShingle	Branding (Marketing) Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service Suhartanto, Dwi Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto
description	This study reports an assessment of perceived service differences based on brand of origin (international and domestic brands) in the hotel industry. This study endeavours to extend recent advances in services marketing theory on service evaluation constructs: service quality, customer satisfaction, perceived value, brand image and brand loyalty at the international and domestic brand level of analysis. A total of 240 four-star hotel guests responded to the survey. The results suggest that international hotel guests perceived better service quality and brand loyalty compared with domestic hotel guests. The differences in how loyalty determinants affect brand loyalty persist across domestic and international hotel brands.
format	Article
author	Suhartanto, Dwi
author_facet	Suhartanto, Dwi
author_sort	Suhartanto, Dwi
title	Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto
title_short	Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto
title_full	Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto
title_fullStr	Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto
title_full_unstemmed	Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto
title_sort	hotel brand of origin: do guests perceive service differences? / dwi suhartanto
publisher	Universiti Teknologi MARA (UiTM), Malaysia
publishDate	2011
url	http://ir.uitm.edu.my/id/eprint/44425/1/44425.pdf http://ir.uitm.edu.my/id/eprint/44425/ https://www.jthca.org/
_version_	1696979113796960256
score	13.211869

Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto

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