Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth

International Journal of Hospitality Management - Tập 28 Số 1 - Trang 10-17 - 2009
Woo Gon Kim1, Christy Yen Nee Ng2, Yen‐Soon Kim3
1Dedman School of Hospitality, College of Business, Florida State University, 288 Champions Way, UCB 4100 Tallahassee, FL 32306, USA
2School of Hotel and Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater OK 74078, USA
3Department of Food & Beverage Management, William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas, 4505 Maryland Parkway, Box 456022, Las Vegas, NV 89154, USA

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