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

pdf

File Size

2539.52 KB

Degree Grantor

University of Nevada, Las Vegas

Language

English

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