Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin

Abdul Aziz, Yuhanis and Wahiddin, Khairil (2010) Conceptualising the service excellence and its antecedents: the development of the structural equation model / Yuhanis Abdul Aziz and Khairil Wahiddin. Journal of Tourism, Hospitality & Culinary Arts, 2 (1). pp. 1-14. ISSN 2590-3837

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Abstract

Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers’ satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with service characteristics, empowerment of employees, service excellence, and its impact on the selected outcomes. Using the existing literature, a proposed structural equation model with its associated hypotheses is developed to explain the relationship between service experience antecedents and its associated outcomes. Hence, the proposed model provides an understanding of the inter-linkages among service excellence, its antecedents and the outcomes. It provides some clearer insights into the importance of managing customer service experience which can contribute to customer satisfaction as well as enhancing an organisation’s competitive advantage. This is a conceptual paper, thus empirical work is required to test various research propositions empirically. The implications for the practitioners are also discussed.

Item Type: Article
Creators:
CreatorsEmail
Abdul Aziz, YuhanisUNSPECIFIED
Wahiddin, KhairilUNSPECIFIED
Subjects: G Geography. Anthropology. Recreation > G Geography (General) > Travel and the state. Tourism
H Social Sciences > HF Commerce > Success in business. Performance
H Social Sciences > HF Commerce > Consumer satisfaction
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Business and Management (B)
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts
ISSN: 2590-3837
Volume: 2
Number: 1
Page Range: pp. 1-14
Official URL: http://www.jthca.org
Item ID: 19444
Uncontrolled Keywords: Service excellence, empowerment, service quality, customer satisfaction.
Last Modified: 15 Mar 2018 08:17
Depositing User: Perpustakaan Tun Abdul Razak UiTM Kampus Puncak Alam
URI: http://ir.uitm.edu.my/id/eprint/19444

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