Hotel guests' loyalty, behaviour, and service recovery satisfaction based on rating perception
This paper aims to examine the role of perceived hotel ratings as a mediator of loyalty in the relationship between service recovery satisfaction (SRS) and both the discretionary and dysfunctional behaviour of hotel guests. The research utilised analysis of variance, factor analysis, and structural...
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| Principais autores: | , , |
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| Format: | Artigo |
| Sprog: | Inglês |
| Udgivet: |
University of Novi Sad, Technical faculty Mihajlo Pupin, Zrenjanin
2025-01-01
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| Serier: | Journal of Engineering Management and Competitiveness |
| Fag: | |
| Online adgang: | https://scindeks-clanci.ceon.rs/data/pdf/2334-9638/2025/2334-96382501032J.pdf |
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