| Tekijä: | Hartline, M. Jones, K. |
| Otsikko: | Employee performance cues in a hotel service environment: influence on perceived service quality, value, and word-of-mouth intentions |
| Lehti: | Journal of Business Research
1996 : MAR, VOL. 35:3, p. 207-216 |
| Asiasana: | RESEARCH HOTEL MANAGEMENT SERVICE |
| Kieli: | eng |
| Tiivistelmä: | Whereas the performance cues of tangible goods have been studied extensively, very little research has examined performance cues within service environments. Performance cues play an important role within the service encounter, because they serve as signs of quality and value to consumers. One particularly important cue is the performance of customer-contact employees as they create and deliver service quality. The study reported here was designed to investigate employee performance cues within a hotel service environment. |
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