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Displaying 10 articles of 23 total result(s).

Original Article

Hotel Service Recovery: Management Commitment Through Authentic Leadership Theory

Mohd Zulkeflee Bin Abd Razak
ORCiD ,
Muhammad Ashraf Bin Fauri@Fauzi
ORCiD

Keywords: Service quality, authentic leadership, service recovery performance, hotel industry, management commitment

Article no: 63

Pages 702-709

Doi: 10.15405/epfe.23081.63

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Original Article

Malaysian Homestay Operators And Visitors’ Satisfaction: Servqual Analysis

Faizan Abd Jabar
,
Mohamad Ridhuan Mat Dangi
,
Mohd Faizal Azrul Azwan Muhamed

Keywords: Homestay, service quality, visitor, satisfaction, tourism, homestay operator

Article no: 81

Pages 768-777

Doi: 10.15405/epsbs.2018.07.02.81

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Original Article

Customer Perception of Emotional Labor of Airline Service Employees and Customer Loyalty Intention Original Research Article

Norzalita Abd. Aziz
,
Bita Najafi
,
Faridahwati Mohd. Shamsudin
,
Ahmad Said Ibrahim Alshuaibi

Keywords: Emotional labor; perceived customer orientation; perceived service quality; customer loyalty; airline services

Article no: 86

Pages 606-612

Doi: 10.15405/epsbs.2016.08.86

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Original Article

Service Quality and Customer Loyalty Among Foreign Users of Malaysian Telecommunication Services

Jegatheesan Rajadurai
ORCiD ,
Zuliawati Mohamed Saad
ORCiD ,
Hazirah Adlina Mohammad Hazani
,
Siti Aqilah Razali
,
Nurul Nadjwa Khairul Affendi

Keywords: Service quality, customer loyalty, telecommunication services, foreign users

Article no: 60

Pages 671-686

Doi: 10.15405/epfe.23081.60

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Original Article

Importance Factors of Foreign Guests Perceptions on SMEs Hotel's Service in Malaysia

Mohd Zulkeflee Bin Abd Razak
,
Siti Fara Fadila Binti Abd Razak
,
Normaisarah Binti Abdul Manaf

Keywords: Importance factors, service quality, SMEs hotels, Malaysia

Article no: 79

Pages 727-733

Doi: 10.15405/epsbs.2020.12.05.79

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