Qualitative Investigation of Customer Delight and Terrible Hospitality Experiences
Published online on April 28, 2022
Abstract
Global Business Review, Ahead of Print.
The purpose of this research is to examine various incidents relating to both delightful and terrible hospitality experiences in the hotel industry, using a qualitative research design. Critical incident analysis is conducted on data collected from 167 ...
The purpose of this research is to examine various incidents relating to both delightful and terrible hospitality experiences in the hotel industry, using a qualitative research design. Critical incident analysis is conducted on data collected from 167 ...