Service Encounters and Service Bias: A Preliminary Investigation
Abstract
The Hospitality Industry Tends to Be Cyclical as Well as Seasonal. Therefore, Hotels, Restaurants, and Other Travel Firms Must Be Prepared to Compete during Periods of Low Demand. One of the Potential Areas for Obtaining a Competitive Advantage is to Offer Better Service Than the Competition. This Study Examines the Reasons Given by Hotel and Restaurant Customers for their "Excellent Service" Experiences and their Perceptions Regarding Service Bias. This Study Found that Most of the Reasons Were Tangible and the Majority of the Respondents Believe that Hospitality Service is Biased toward Certain Customers. © 2003 International Council on Hotel, Restaurant and Institutional Education.
Recommended Citation
Harris, K. J., Bojanic, D., & Cannon, D. F. (2003). Service Encounters and Service Bias: A Preliminary Investigation. Journal of Hospitality and Tourism Research, 27(3), pp. 272-290. SAGE Publications.
The definitive version is available at https://doi.org/10.1177/1096348003251449
Department(s)
Business and Information Technology
Keywords and Phrases
customer service; service bias; service encounters
International Standard Serial Number (ISSN)
1557-7554; 1096-3480
Document Type
Article - Journal
Document Version
Citation
File Type
text
Language(s)
English
Rights
© 2023 SAGE Publications, All rights reserved.
Publication Date
01 Jan 2003
