A Study of the Relationship among Severity of Failure, Service Recovery, Customer Satisfaction and Customer Loyalty in Five Star Hotels in Bangkok Thailand: A Case of Asian Tourists
碩士 === 中國文化大學 === 觀光事業學系 === 102 === The hotel industry is one of a major sector of Thailand’s service industry and service is a key sector for successful business. However, when customers feel dissatisfied in the service, then a service recovery strategy should be implemented. Therefore the purpos...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | en_US |
| Published: |
2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/r4axj7 |