Description
In order to be competitive in the hotel market, more and more hotels have proposed various types of "wow" services to inform customers' impressions of the hotel in a positive way. Many customers consider these services excellent, and they often exceed their expectations. However, some "wow" services only generate the effect of amazement instead of meeting customers' needs and wants. Applying the notion of the Zone of Tolerance (ZOT: the range between customers' desired and adequate levels of service expectations) to the unique services provided by the Hotel Royal Chiao Hsi Spa in Taiwan, this research study explores hotel customers' service expectations and perceived service quality while revealing the relationship between service quality, satisfaction, and future behavioral intentions. The findings indicate that the ZOT indeed exists in customers' service expectations through the significant difference between the desired and adequate levels of expectations. In addition, findings indicate that customers have diverse tolerance zones toward different hotel services regarding the perceived level of essentialness. Ultimately, the findings specify that customers' perceived service quality has a direct effect on both customer satisfaction and future behavioral intentions.
Details
Title
- Customers' zone of tolerance toward hotel services
Contributors
- Chiu, Chien-Fen (Author)
- Lee, Woojin (Thesis advisor)
- Larsen, Dale (Committee member)
- Tyrrell, Timothy (Committee member)
- Kim, Yushim (Committee member)
- Arizona State University (Publisher)
Date Created
The date the item was original created (prior to any relationship with the ASU Digital Repositories.)
2013
Subjects
Resource Type
Collections this item is in
Note
- thesisPartial requirement for: M.S., Arizona State University, 2013
- bibliographyIncludes bibliographical references (p. 84-88)
- Field of study: Recreation and tourism studies
Citation and reuse
Statement of Responsibility
by Chien-Fen Chiu