Service quality and knowledge sharing in the central Kuala Lumpur hotel

Freydouni, Shahrbanoo Gholipour (2013) Service quality and knowledge sharing in the central Kuala Lumpur hotel. PhD thesis, Multimedia University.

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Abstract

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.

Item Type: Thesis (PhD)
Additional Information: Call No.: HD53 S53 2013
Uncontrolled Keywords: Intellectual capital
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management > HD53 Intellectual work. Intellectual capital
Divisions: Faculty of Creative Multimedia (FCM)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 11 Jan 2016 09:56
Last Modified: 11 Jan 2016 09:56
URI: http://shdl.mmu.edu.my/id/eprint/6258

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