Award Date
1-1-2000
Degree Type
Thesis
Degree Name
Master of Science (MS)
Department
Hotel Administration
First Committee Member
John T. Bowen
Number of Pages
105
Abstract
The purpose of this study was to identify critical service incidents that have an effect on guest satisfaction in a Central American luxury hotel. Customer-contact employee and guest perceptions of what is classified as a critical incident, as well as differences between Latin American and North American guest perceptions, were compared. Data was collected through one-on-one interview with guests and employees using the Critical Incident Technique. The results of the study were compared to two other studies that had created incident classification systems. The results of this study supported the research of Bitner, Booms, and Tetreault, in 1990 and Bitner, Booms, and Mohr in 1994.
Keywords
American; Central; Critical; Effects; Guest; Have; Hotel; Identifying; Incidents; Luxury; Satisfaction; Services
Controlled Subject
Management; Social psychology; Recreation; Marketing
File Format
File Size
2539.52 KB
Degree Grantor
University of Nevada, Las Vegas
Language
English
Permissions
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Repository Citation
Jacobs, Kimberly Jean, "Identifying critical service incidents that have an effect on guest satisfaction in a Central American luxury hotel" (2000). UNLV Retrospective Theses & Dissertations. 1148.
http://dx.doi.org/10.25669/lzmc-xpmu
Rights
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