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The present paper proposes a new instrument for measuring relationship marketing that is uniquely designed for the foodservice industry. In particular, the underlying dimensions of relationship marketing as perceived by customers are identified. The proposed 31-item instrument is empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatoryContinue Reading

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This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery. A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar with their services. The resulting dataContinue Reading