.png){kind=icon}
返回
Service redundancy: Scale development and validation
.png){kind=icon}
PRE
AI
DOI：10.1016/j.ijhm.2023.103430.png)
.png){kind=icon}
原文求助.png){kind=icon}
分享.png){kind=icon}
收藏
摘要
En 中文
Excellent service is essential to customer satisfaction and delight. Researchers have noted that customers consider certain services unnecessary or redundant. However, a scale for service redundancy has not been developed. The purpose of this study was to establish a service redundancy scale for the hospitality industry. Focus groups and content analysis were conducted to identify preliminary scale items. To purify the scale, two surveys were completed by 622 restaurant customers and 651 hotel customers. The scale comprised 3 dimensions (i.e., service behaviors, service regulations, and service environments) and 22 items. The results revealed that service redundancy affected hotel image, reduced perceived service quality, and prompted customer switching behavior. This scale can help researchers investigate the associations between service redundancy and various variables and serve as reference for hospitality managers during service implementation and human resource management.
Keyword:
Service redundancy
Hospitality industry
Scale development
期刊
IF:
8.3
论文数:
6.9K
被引数:
2.3W
机构
引用论文
Healthy menu promotions: A match between dining value and temporal distance健康菜单促销: 用餐价值与时间距离的匹配
PREAI
分享收藏The relationship between price paid and hotel review ratings: Expectancy-disconfirmation or placebo effect?.png)
TOURISM MANAGEMENT
TOURISM MANAGEMENTIF12.4
PREAI
分享收藏分享收藏Heavy selectron production with exotic signature in R-parity breaking SUSY models at eγ colliders
PREAI
分享收藏Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniquesTOURISM MANAGEMENT
TOURISM MANAGEMENTIF12.4
PREAI
分享收藏
查看更多内容