Service quality and knowledge sharing in the central Kuala Lumpur hotel
In hotels it is difficult to prognosticate the future needs and expectations of customers and this has always been a major challenge. Hence, there is a need to work on ways that help improve the quality of services in hotels and to outline the most important factors in the business in order to provi...
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2013
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my-mmu-ep.62582016-01-11T09:56:31Z Service quality and knowledge sharing in the central Kuala Lumpur hotel 2013-10 Freydouni, Shahrbanoo Gholipour HD53 Intellectual work. Intellectual capital In hotels it is difficult to prognosticate the future needs and expectations of customers and this has always been a major challenge. Hence, there is a need to work on ways that help improve the quality of services in hotels and to outline the most important factors in the business in order to provide services that satisfy customers and encourage them to repurchase. On the other hand, in hotels, satisfaction of customers is related to the knowledge that they share with hotel personnel. In fact, hotel employees need to obtain information provided by customers in order to be informed about common failures that hotel guests encounter. Therefore, this research would assess the relationship between knowledge sharing by customers - regarding service quality - customer satisfaction, and the quality of services in a selected hotel in central Kuala Lumpur, Malaysia. 2013-10 Thesis http://shdl.mmu.edu.my/6258/ http://library.mmu.edu.my/diglib/onlinedb/dig_lib.php phd doctoral Multimedia University Faculty of Creative Multimedia |
| institution |
Multimedia University |
| collection |
MMU Institutional Repository |
| topic |
HD53 Intellectual work Intellectual capital |
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HD53 Intellectual work Intellectual capital Freydouni, Shahrbanoo Gholipour Service quality and knowledge sharing in the central Kuala Lumpur hotel |
| description |
In hotels it is difficult to prognosticate the future needs and expectations of customers and this has always been a major challenge. Hence, there is a need to work on ways that help improve the quality of services in hotels and to outline the most important factors in the business in order to provide services that satisfy customers and encourage them to repurchase. On the other hand, in hotels, satisfaction of customers is related to the knowledge that they share with hotel personnel. In fact, hotel employees need to obtain information provided by customers in order to be informed about common failures that hotel guests encounter. Therefore, this research would assess the relationship between knowledge sharing by customers - regarding service quality - customer satisfaction, and the quality of services in a selected hotel in central Kuala Lumpur, Malaysia. |
| format |
Thesis |
| qualification_name |
Doctor of Philosophy (PhD.) |
| qualification_level |
Doctorate |
| author |
Freydouni, Shahrbanoo Gholipour |
| author_facet |
Freydouni, Shahrbanoo Gholipour |
| author_sort |
Freydouni, Shahrbanoo Gholipour |
| title |
Service quality and knowledge sharing in the central Kuala Lumpur hotel |
| title_short |
Service quality and knowledge sharing in the central Kuala Lumpur hotel |
| title_full |
Service quality and knowledge sharing in the central Kuala Lumpur hotel |
| title_fullStr |
Service quality and knowledge sharing in the central Kuala Lumpur hotel |
| title_full_unstemmed |
Service quality and knowledge sharing in the central Kuala Lumpur hotel |
| title_sort |
service quality and knowledge sharing in the central kuala lumpur hotel |
| granting_institution |
Multimedia University |
| granting_department |
Faculty of Creative Multimedia |
| publishDate |
2013 |
| _version_ |
1747829614831468544 |