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Full-Text Articles in Business
The Influence Of Tier Level Of Hotel Loyalty Programs On Guest Perceptions And Tolerance For Service Quality, Eunjin Choi
The Influence Of Tier Level Of Hotel Loyalty Programs On Guest Perceptions And Tolerance For Service Quality, Eunjin Choi
UNLV Theses, Dissertations, Professional Papers, and Capstones
This study examined the impact of hotel loyalty program membership and tier levels on guest perceptions and tolerance for service quality in major U. S. hotel chains. A sample of 315 hotel loyalty program members and non-members were surveyed via an online self-administered survey sent by Qualtrics. The survey used a three-column format asking the adequate level of expectations, desired level of expectations, and perceptions to test survey respondents’ zone of tolerance and perceived service quality using SERVQUAL dimensions. Guest satisfaction was measured by American Customer Satisfaction Index (ACSI). A nine-point Likert scale was applied for the measurement of service …
The Service-Quality Audit: A Hotel Case Study, James Y. Luchars, Timothy R. Hinkin
The Service-Quality Audit: A Hotel Case Study, James Y. Luchars, Timothy R. Hinkin
Timothy R. Hinkin
A service audit that quantifies the cost of everyday errors can help a hotel manager pinpoint which quality problems to address first.
The Role Of Motives And Decision Rules In Restaurant Tipping, Jacob Lee Hiler
The Role Of Motives And Decision Rules In Restaurant Tipping, Jacob Lee Hiler
LSU Doctoral Dissertations
The goal of this research is to address critical deficiencies in our understanding on how bill size, service quality, motives, and decision rules affect tipping behavior. This research uses social norm and equity theories to define the role of motives and decision rules used in determining tipping behavior. Additionally, it provides further evidence of other operant motives and decision rules through qualitative analysis. A conceptual framework and operational model are developed and empirically tested.