Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

Author:

Hau-siu Chow Irene,Lau Victor P.,Wing-chun Lo Thamis,Sha Zhenquan,Yun He

Publisher

Elsevier BV

Subject

Strategy and Management,Tourism, Leisure and Hospitality Management

Reference45 articles.

1. A customer satisfaction research prospectus;Anderson,1994

2. Evaluating service quality in a UK hotel chain: a case study;Antony;International Journal of Contemporary Hospitality Management,2004

3. A pancultural study of restaurant service expectations in the United States and Hong Kong;Becker;Journal of Hospitality and Tourism Research,1999

4. Evaluating service encounters: the effects of physical surroundings and employee responses;Bitner;Journal of Marketing,1990

5. Encounter satisfaction versus overall satisfaction versus quality;Bitner,1994

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