Title

GROVQUAL: a new research tool for measuring excessive "service" in hospitality

Document Type

Conference publication

Publication details

Dowell, R, Hing, N & Leiper, N 1998, 'GROVQUAL: a new research tool for measuring excessive "service" in hospitality', in CAUTHE 1998: Progress in Tourism and Hospitality Management; proceedings of the Eighth Australian Tourism and Hospitality Research Conference, Gold Coast, Qld, 11-14 February, Council for Australian University Tourism and Hospitality Education, p. 543.

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