Fig. 1: Flowchart of the experimental design showing the steps of a hotel stay - experience. | Humanities and Social Sciences Communications

Fig. 1: Flowchart of the experimental design showing the steps of a hotel stay - experience.

From: Smooth or sticky? An analysis of service variability

Fig. 1: Flowchart of the experimental design showing the steps of a hotel stay - experience.

The figure shows an experimental process of hotel stay - experience which contains three main phases (check-in, accommodation, check - out). In each phase, relevant variable measurements are involved. E represents customer expectations (E₀, E₁, E₂, E₃ in different phases, respectively), DSQ represents the delivered service quality (DSQ₁, DSQ₂, DSQ₃ in different phases respectively), and PSQ represents the perceived service quality (PSQ₁, PSQ₂, PSQ₃ in different phases, respectively).

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