Hotel service recovery and service quality: Influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty

• Main Authors: Cheng, Boon Liat *, Mansori, Shaheen, Gan, Chin Chuan *, Imrie, Brian C. *
• Format: Article
• Language: English
• Published: Taylor & Francis 2017
• Subjects: HD28 Management. Industrial Management
• Online Access: http://eprints.sunway.edu.my/720/1/Cheng%20Boon%20Liat%20Do%20Gen%20X%20and%20Y%20customers%20view%20service%20.pdf; http://eprints.sunway.edu.my/720/
• Institution: Sunway University

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sec...