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Journal cover: International Journal of Service Industry Management

International Journal of Service Industry Management

ISSN: 0956-4233
Currently published as: Journal of Service Management

Online from: 1990

Subject Area: Industry and Public Sector Management

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Cumulative Encounter Satisfaction in the Hotel Conference Process

Document Information:
Title:Cumulative Encounter Satisfaction in the Hotel Conference Process
Author(s):Peter J. Danaher, (Department of Marketing and International Business, University of Auckland, New Zealand.), Jan Mattsson, (Service Research Center, University of Karlstad, Sweden.)
Citation:Peter J. Danaher, Jan Mattsson, (1994) "Cumulative Encounter Satisfaction in the Hotel Conference Process", International Journal of Service Industry Management, Vol. 5 Iss: 4, pp.69 - 80
Keywords:Conferences, Customer satisfaction, Delivery performance, Hotels, Service quality
Article type:Case study
DOI:10.1108/09564239410068715 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Prior studies of how service quality evolves during the service delivery process either have used aggregate case data or have not obtained objective measurements of the actual dimensions of the service encounter on an individual basis. Reports on a study of a service 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 impact on each other and over time. Average satisfaction levels for each of the four encounters were found to be significantly different. Moreover, there was a clear trend in the cumulative satisfaction results. Arrival resulted in high satisfaction, the coffee break was not as satisfying and lunch rated the worst. Satisfaction rose again after the conference room experience. A factor analysis of all the questions, for a hypothesized four-factor solution, explained 72 per cent of the variation. All four encounters loaded highly and collectively on four distinct factors. Finally, a logistic regression model was used to rank the importance of the quality factors on their respective encounters. This information can be used to assist with the quality improvement of each encounter.

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