Factorial validation of hospitality service attitude

Numerous studies have shown that service attitude is a cornerstone of the client's perception of service quality. However, little research has explored the construct of service attitude from the customers’ perspective. This study collected data from two sets of samples consisting of 448 customers from international hotels in Taiwan. Through a rigorous process, the results testify service attitude, the most frequently mentioned sub-dimension of interaction quality, and conclude its four dimensions: Problem-solving, empathy, enthusiasm, and friendliness. Implications for practical applications and research limitations are also provided.