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The impact of employee behaviour on customers service quality perceptions and overall satisfaction



The impact of employee behaviour on customers service quality perceptions and overall satisfaction



Tourism And Hospitality Research: 4, 309-323



This study investigates the relationship between employees' positive and negative behaviours, customers' perception of service quality and overall customer satisfaction. A survey was conducted on 330 customers from 33 five-star hotels in Egypt. Results of the current study revealed that all employees' behaviours, either negative or positive, are highly correlated to the customers' overall satisfaction.

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Accession: 033835345

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DOI: 10.1057/thr.2008.35


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