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Investigations into the relationship between customer satisfaction and service quality have ubiquitously assumed that such evaluations are free of bias that may stem from consumers' emotional states during the evaluation stage. These dispositions at the time of evaluation of a service may contribute to errors in measurement of customer satisfaction. This study examines the effect of consumers' mood...
This article is primarily methodological and is concerned with the psychological dimensions which form the basis of evaluative judgment on hotels. The study takes six dimensions which have empirical and conceptual support in the literature and attempts to validate them using methods which are different from the now common measuring procedures in this area. The methods applied are Q-Methodology and...
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