• ABSTRACT Quality in tourism-related services, like in services in general, are basically about balancing customer perceptions and expectations. Successful service providers are able to meet and, whenever possible, exceed consumers' needs and wants. This way, it is possible to provide memorable experiences to visitors. In delivering services, due to certain specific characteristics of services (e.g., intangibility, simultaneity, variability and perishability), the human element, in particular the ‘face-to-face’ interaction with the customer, plays a fundamental role. The study stresses the contribution of interpersonal variables for the success of service organisations. It discusses how commitment to customer service, and supportive supervisors and co-workers, influence the relationship managers' ability to satisfy customers. The main findings were as follows: (i) commitment to customer service and co-workers' support have direct and positive effects on the ability to satisfy customers; (ii) commitment to ... ()
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  • 2016-06-24 ()
  • 10.1300/J162v06n01_03 ()
  • 42 ()
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  • en ()
  • 2005-10-11 ()
  • Taylor & Francis Group ()
  • 21188 ()
  • 37 ()
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  • Delivering Quality Service: All for One? ()
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