Both qualitative and quantitative methods were used in this
study to collect data for testing the hypotheses. Prior to distributing
the questionnaires, a total of twelve interviewswere conducted. The
aimof the interviews was to confirmthe types and comprehensiveness
of the service quality dimensions identified in the literature as
well as the service criteria used to reward employee performance in
the hotel industry. Company documents and relevant policies and
procedures were also inspected. Scale items were adopted from
Akbaba (2006), Cronin and Taylor (1992), Ekinci et al. (2003), Lee
and Hing (1995) and Parasuraman et al. (1988, 1991) and were
refined through insights gleaned from the interviews. Measures
were then pretested with a smallsample (n = 32) ofhotelemployees