prikaz prve stranice dokumenta Development and validation of the customer empowerment scale in hotel service recovery
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Development and validation of the customer empowerment scale in hotel service recovery
Current Issues in Tourism, 16 (2013), 4; 369-387. https://doi.org/10.1080/13683500.2012.699511
Pranić, Ljudevit; Roehl, Wesley S.

Institucijski repozitorij: REFST

Citirajte ovaj rad

Pranić, Lj. i Roehl, W. S. (2013). Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism, 16. (4), 369-387. doi: 10.1080/13683500.2012.699511

Pranić, Ljudevit i Wesley S. Roehl. "Development and validation of the customer empowerment scale in hotel service recovery." Current Issues in Tourism, vol. 16, br. 4, 2013, str. 369-387. https://doi.org/10.1080/13683500.2012.699511

Pranić, Ljudevit i Wesley S. Roehl. "Development and validation of the customer empowerment scale in hotel service recovery." Current Issues in Tourism 16, br. 4 (2013): 369-387. https://doi.org/10.1080/13683500.2012.699511

Pranić, Lj. i Roehl, W. S. (2013) 'Development and validation of the customer empowerment scale in hotel service recovery', Current Issues in Tourism, 16(4), str. 369-387. doi: 10.1080/13683500.2012.699511

Pranić Lj, Roehl WS. Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism [Internet]. 05.2013. [pristupljeno 07.11.2024.];16(4):369-387. doi: 10.1080/13683500.2012.699511

Lj. Pranić i W. S. Roehl, "Development and validation of the customer empowerment scale in hotel service recovery", Current Issues in Tourism, vol. 16, br. 4, str. 369-387, Svibanj 2013. [Online]. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:124:701615. [Citirano: 07.11.2024.]

Za citiranje koristite ovu mrežnu adresu: https://urn.nsk.hr/urn:nbn:hr:124:701615
Podaci o radu
Naslov (engleski)Development and validation of the customer empowerment scale in hotel service recovery
AutorLjudevit Pranić
AutorWesley S. Roehl
Autorova ustanovaSveučilište u Splitu
Ekonomski fakultet
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Trgovina i turizam
Sažetak (engleski)
The purposes of this study were to develop a measurement scale for customer empowerment (CE) in hotel service recovery and to examine the role of three experiential features (i.e. the level of empowerment awarded to a guest by the hotel, service failure type, and hotel quality) in CE. The CE measurement scale was developed by following the procedures recommended by DeVellis (1991. Scale development: Theory and applications. Newbury Park, CA: Sage and 2003. Scale development. Thousand Oaks, CA: Sage). The scale was tested and found to be both reliable and valid. Due to a repeated-measures design, the role of experiential features in CE was tested with linear mixed model analysis and it was found that the level of empowerment awarded to a guest by the hotel in response to his or her complaint, as well as the severity of the service failure that caused him or her to complain, influences the degree of empowerment as perceived by that guest. However, CE is not likely to increase or decrease as a result of the number of ‘stars’ that a hotel has. Based on this study’s results, theoretical and managerial implications and opportunities for future research are further discussed.
Ključne riječi (engleski)
Jezikengleski
Vrsta publikacijeZnanstveni rad - Izvorni znanstveni rad
Status objaveObjavljen
Vrsta recenzijeRecenziran - međunarodna recenzija
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov časopisaCurrent Issues in Tourism
Brojčani podacivol. 16, br. 4, str. 369-387
p-ISSN1368-3500
e-ISSN1747-7603
DOIhttps://doi.org/10.1080/13683500.2012.699511
URN:NBNurn:nbn:hr:124:701615
Datum objave publikacije2013-05
URL dokumentahttp://www.tandfonline.com/doi/abs/10.1080/13683500.2012.699511
Vrsta resursaTekst
Prava pristupaOgraničen pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2024-07-17 21:49:44