استقراء في تأثير لقاء الخدمة ، القيمة والرضا في الكلمة المنطوقة - دارسة حالة فندق الجوهرة ولاية غرداية

Abstract

This study aims to identify the effect of service encounter, service value and satisfaction on word of mouth. The study was conducted using the descriptive and analytical method. To achieve the aim of the study, a questionnaire was used as a tool to collect data from the study sample represented by hotel guests. By using appropriate statistical methods to analyze the data and a structural equation model to test hypotheses, the study reached a number of results: service personel and facilities significantly affected service value, facilities and service value significantly affected satisfaction, satisfaction significantly affected word of mouth, There is no direct effect of service personnel on satisfaction, There is no direct effect of service value on word of mouth.