Factorial validation of hospitality service attitude |
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| Authors: | Chun-Min Kuo Li-Chan Chen Carol Y. Lu |
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| Affiliation: | 1. Department of Leisure Industry Management, National Chin-Yi University of Technology, No. 57, Sec. 2, Zhongshan Rd., Taiping Dist., Taichung City 411, Taiwan;2. Department of Hotel Management, Minghsin University of Science and Technology, No. 1, Hsinsin Road, Hsinfong County, Hsinchu City 304, Taiwan;3. Department of International Business, Chung Yuan Christian University, No. 200, Chung Pei Road, Chung Li 320, Taiwan |
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| Abstract: | Numerous studies have shown that service attitude is a cornerstone of the client's perception of service quality. However, little research has explored the construct of service attitude from the customers’ perspective. This study collected data from two sets of samples consisting of 448 customers from international hotels in Taiwan. Through a rigorous process, the results testify service attitude, the most frequently mentioned sub-dimension of interaction quality, and conclude its four dimensions: Problem-solving, empathy, enthusiasm, and friendliness. Implications for practical applications and research limitations are also provided. |
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| Keywords: | Service quality Interaction quality Service attitude Customer satisfaction Hotel industry |
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