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Independant Research Project
PHRM4080 - Independent Research Project
33 Pages • Essays / Projects • Year: Pre-2021
‘Service’ is the product of a hospitality business and as such ‘service quality’ is a measure of success for these businesses. Studies and researches have been carried out since the last few decades in respect to ‘service quality’ and how to match it with customer expectations (McColl-Kennedy & White, 1997) (Wong et al, 1999) (Chang et al, 2000). The ever-dynamic tourism and hospitality industry faces high levels of competitiveness within its players (Sargeant and Mohamad, 1999), which has moreover been revolutionized with the growing trend of usergenerated reviews.
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