الخلاصة:
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.
