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Keywords: Conferences
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Journal Articles
Journal:
Journal of Service Management
International Journal of Service Industry Management (1994) 5 (4): 69–80.
Published: 01 October 1994
... delivery process in a hotel. Its conference day guests rated the delivery process based on four distinct service encounters: arrival, coffee break, lunch and conference room. The aim was to investigate how quality factors were related to their respective encounters and how cumulative satisfaction levels...
