Browsing Management Science by Author "MOSES, Cliff Benson"
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Managers’ application of user generated content in hospitality service experience enhancement among 3-5-star hotels in Kenya
MOSES, Cliff Benson (Maseno University, 2023)Hospitality service experience (HSE) is a complex phenomenon involving customers' subjectivity making it challenging for managers to manage HSE effectively, yet it is a key concept in hospitality industry, just like services, ...