@inbook{df4f966fc68a49ddaa070cda46427e5d,
title = "Structured Abstract: Understanding Service Quality Dimensions in Small Hotels",
abstract = "The hospitality industry is dynamic and highly competitive. Being a service industry, the role of service quality in the success of hotel businesses cannot be overemphasised. It is therefore vital for hotel managers to have a good understanding of what customers want. Identifying the specific expectations of customers and the dimensions of the service quality relevant for each specific segment of the hotel industry would help hotel management surmount the challenge of improving and delivering quality service (Akbaba 2006). This study develops a scale to determine which items and factors are relevant for small hotels{\textquoteright} service quality in developing country context.",
author = "Mahama Braimah",
note = "Publisher Copyright: {\textcopyright} 2017, Academy of Marketing Science.",
year = "2017",
doi = "10.1007/978-3-319-45596-9_24",
language = "English",
series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",
publisher = "Springer Nature",
pages = "121--126",
booktitle = "Developments in Marketing Science",
}