Matches in SemOpenAlex for { <https://semopenalex.org/work/W2907901032> ?p ?o ?g. }
- W2907901032 endingPage "479" @default.
- W2907901032 startingPage "462" @default.
- W2907901032 abstract "This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and customer loyalty. It is important for hotel management to focus on service excellence, as it will transpire into guest satisfaction, trust, and commitment from the customer, thus, enhancing the relationship quality between the customer and the hotel. This study demonstrated that service innovation can allow the hotel industry to see beyond the silo mentality of good service and focus on greater value proposition in the business model to increase customer loyalty." @default.
- W2907901032 created "2019-01-11" @default.
- W2907901032 creator A5001580789 @default.
- W2907901032 creator A5009251853 @default.
- W2907901032 creator A5068938579 @default.
- W2907901032 date "2019-01-03" @default.
- W2907901032 modified "2023-10-13" @default.
- W2907901032 title "Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels" @default.
- W2907901032 cites W1480592867 @default.
- W2907901032 cites W1506094892 @default.
- W2907901032 cites W1538332315 @default.
- W2907901032 cites W1544794741 @default.
- W2907901032 cites W1569494677 @default.
- W2907901032 cites W1577055646 @default.
- W2907901032 cites W1608549176 @default.
- W2907901032 cites W164469240 @default.
- W2907901032 cites W1762879279 @default.
- W2907901032 cites W1968659519 @default.
- W2907901032 cites W1973805810 @default.
- W2907901032 cites W1978466266 @default.
- W2907901032 cites W1979565364 @default.
- W2907901032 cites W1980197955 @default.
- W2907901032 cites W1981635817 @default.
- W2907901032 cites W1987310557 @default.
- W2907901032 cites W1988038400 @default.
- W2907901032 cites W1993760488 @default.
- W2907901032 cites W1995022725 @default.
- W2907901032 cites W1997072134 @default.
- W2907901032 cites W1997220565 @default.
- W2907901032 cites W1997494217 @default.
- W2907901032 cites W1998982603 @default.
- W2907901032 cites W2002099791 @default.
- W2907901032 cites W2007018583 @default.
- W2907901032 cites W2008963879 @default.
- W2907901032 cites W2011694805 @default.
- W2907901032 cites W2011807872 @default.
- W2907901032 cites W2013111035 @default.
- W2907901032 cites W2016359458 @default.
- W2907901032 cites W2020404051 @default.
- W2907901032 cites W2027904664 @default.
- W2907901032 cites W2028033337 @default.
- W2907901032 cites W2028192599 @default.
- W2907901032 cites W2029251568 @default.
- W2907901032 cites W2031686141 @default.
- W2907901032 cites W2031897603 @default.
- W2907901032 cites W2032832502 @default.
- W2907901032 cites W2039077779 @default.
- W2907901032 cites W2041181313 @default.
- W2907901032 cites W2044626126 @default.
- W2907901032 cites W2053749875 @default.
- W2907901032 cites W2055570665 @default.
- W2907901032 cites W2056201550 @default.
- W2907901032 cites W2064585034 @default.
- W2907901032 cites W2072549255 @default.
- W2907901032 cites W2078715467 @default.
- W2907901032 cites W2081774187 @default.
- W2907901032 cites W2084867463 @default.
- W2907901032 cites W2089544520 @default.
- W2907901032 cites W2097309450 @default.
- W2907901032 cites W2097829847 @default.
- W2907901032 cites W2098154817 @default.
- W2907901032 cites W2121213713 @default.
- W2907901032 cites W2122810501 @default.
- W2907901032 cites W2145009679 @default.
- W2907901032 cites W2148219776 @default.
- W2907901032 cites W2154488786 @default.
- W2907901032 cites W2155681216 @default.
- W2907901032 cites W2201777545 @default.
- W2907901032 cites W2276877618 @default.
- W2907901032 cites W2284767272 @default.
- W2907901032 cites W2319685409 @default.
- W2907901032 cites W2337135216 @default.
- W2907901032 cites W2487721374 @default.
- W2907901032 cites W2509237143 @default.
- W2907901032 cites W2512198498 @default.
- W2907901032 cites W2542060319 @default.
- W2907901032 cites W2546665280 @default.
- W2907901032 cites W2564817224 @default.
- W2907901032 cites W2566275007 @default.
- W2907901032 cites W2579376527 @default.
- W2907901032 cites W2591184513 @default.
- W2907901032 cites W2598563447 @default.
- W2907901032 cites W2599239548 @default.
- W2907901032 cites W2599261625 @default.
- W2907901032 cites W2606084050 @default.
- W2907901032 cites W2611072425 @default.
- W2907901032 cites W2618915420 @default.
- W2907901032 cites W2619047352 @default.
- W2907901032 cites W2622080031 @default.
- W2907901032 cites W2742605069 @default.
- W2907901032 cites W2743706757 @default.
- W2907901032 cites W2759354300 @default.
- W2907901032 cites W2766737604 @default.
- W2907901032 cites W2769266459 @default.
- W2907901032 cites W2771911973 @default.
- W2907901032 cites W2780888811 @default.
- W2907901032 cites W2783355166 @default.
- W2907901032 cites W2783923791 @default.