Master of Science (MS)
First Committee Member
John T. Bowen
Number of Pages
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.
American; Central; Critical; Effects; Guest; Have; Hotel; Identifying; Incidents; Luxury; Satisfaction; Services
Management; Social psychology; Recreation; Marketing
University of Nevada, Las Vegas
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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.