Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology

Volume: 23, Issue: 5, Pages: 931 - 958
Published: Jun 7, 2021
Abstract
The purpose of this study was to examine the similarities and differences of customers’ service quality evaluations between human interaction service (HIS) and self-service technology (SST). This study conceptualizes the service quality construct with five dimensions (i.e., reliability, competence, efficiency, tangibility, and enjoyment) that can be applied in HIS and SST. Such dimensions are hypothesized to have influences on customer...
Paper Details
Title
Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology
Published Date
Jun 7, 2021
Volume
23
Issue
5
Pages
931 - 958
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