customer services quality

Description The purpose of this paper is to assess Chinese tourists’ perceptions of the UK hotel service quality, and to analyze the role of Chinese culture in influencing their expectations and perceptions International Journal of Culture, Tourism and Hospitality Research Cultural...

Description To discuss the importance of the relationship between service providers’ positive affective displays, the value of a “real” smile within the consumers’ perception of authentic service delivery and how these relate to satisfaction and future intentions. International Journal of...