Resort hotel service performance (RESERVE) – an instrument to measure tourists’ perceived service performance of resort hotels |
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Authors: | Faizan Ali Kashif Hussain |
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Institution: | 1. College of Hospitality and Technology Leadership, University of South Florida Sarasota Manatee, 8350 N Tamiami Trail, Sarasota, Florida, 34243, USA;2. Faculty of Hospitality and Tourism Management, UCSI University, No. 1, Jalan Menara Gading, UCSI Heights, Cheras 56000, Kuala Lumpur, Malaysia |
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Abstract: | Based upon a rigorous psychometric process of scale development through preliminary qualitative studies and a subsequent survey in the resort hotel setting, the authors propose the RESERVE scale as a comprehensive instrument for assessing resort hotel service performance. The proposed scale conceptualizes resort hotel service performance as a second-order, three-dimensional construct that assesses tourists' perceptions of setting, audience, and actors. The data supports the dimensional structure of RESERVE, providing empirical evidence for the scale's validity. The paper concludes with a discussion of implications and future research directions. |
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Keywords: | Service performance resort hotels scale development service theatre model RESERVE scale |
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