6781096922
List of Figures
Figurę 1 Tree figurę of Johns (1999)..................................................................28
Figurę 2 Servuction model (Hoffman and Bateson, 2006).......................................................29
Figurę 3 Kurtz and Clow’s (1998) theory about standardisation, customisation and service
ąuality..............................................................................................................49
Figurę 4 Number of customers processed by a typical unit per day (Silvestro et al, (1997)....49
Figurę 5 The appearance of customisation and standardisation...............................................54
Figurę 6 Standardisation and customisation continuum (Teboul, 2005)..................................60
Figurę 7 Standardisation and customisation illustrated another way........................................61
Figurę 8 Service intensity matrix using the example of Accor (Teboul, 2005)........................61
Figurę 9 The opposite of standardisation is no standardisation................................................63
Figurę 10 Customisation is based on standardisation...............................................................63
Figurę 11 Presenting Accor brands according to the new theory.............................................64
Figurę 12 Modified customer satisfaction index (Deng et al., 2013).......................................68
Figurę 13 Anderson and Sullivan’s model (1993)....................................................................69
Figurę 14 Research model by Lee et al. (2011)........................................................................70
Figurę 15 The illustration of Hypothesis 1...............................................................................85
Figurę 16 The illustration of Hypothesis 2...............................................................................86
Figurę 17 The illustration of Hypothesis 4...............................................................................88
Figurę 18 The illustration of Hypothesis 5...............................................................................89
Figurę 19 The weight of different standard groups................................................................101
Figurę 20 The efficiency evaluation of orał and written standards........................................104
Figurę 21 The illustration of cluster analysis results..............................................................117
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