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...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
University of Rijeka
2022
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| Online Access: | http://psasir.upm.edu.my/id/eprint/100863/ https://hrcak.srce.hr/en/281115 |
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