Exploring the role of service process and its effect on guest encounter satisfaction

Exploring the Role of Service Process And Its Effect on Guest Encounter Satisfaction by Karl J. Mayer Dr. John T. Bowen, Examination Committee Chair Professor o f Hotel Administration University of Nevada, Las Vegas The dissertation empirically investigates the area of service process using a hospitality research setting. The concept of process has previously been identified as a key element in the marketing of services. However, the area of process design has had a reduced status in services, with the result that detailed service planning remains an unexplored research area. Similarly, no empirical research appears to have been conducted that defines the dimensions o f the service delivery process. This study addresses that gap by developing a general model that identifies the key dimensions of service process. The model proposes that service process can be represented by a series o f situational and structural descriptors, which are linked to encounter satisfaction. It further proposes that a customer's perceptual filters influence both the situational and structural dimensions of service process. Then, by examining a portion of the general model, this study assesses guest satisfaction with the check in experience using path analysis to analyze data that was collected from a survey instrument that was distributed

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