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Is the hotel classification system a good indicator of hotel quality?
16 references·16 citing·28 second hopsampled
Is the hotel classification system a good indicator of hotel quality? (2004)Is the hotel classification system a good…Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study (2000)A comprehensive framework for…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Measuring Service Quality in the Travel and Tourism Industry (1991)Measuring Service Quality in …Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model (1991)Analysing Service Quality in …Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Turning non-financial performance measurements into financial performance: The usefulness of front-office staff incentive systems in hotels (2022)Turning non-financial perform…The effect of a hotel's star-rating-based expectations of safety from the pandemic on during-stay experiences (2022)The effect of a hotel's star-…A novel multi-attribute decision-making for ranking mobile payment services using online consumer reviews (2022)A novel multi-attribute decis…An opinion-driven decision-support framework for benchmarking hotel service (2021)An opinion-driven decision-su…The exhaustion of the herding effect in peer-to-peer accommodation (2020)The exhaustion of the herding…Service quality in airport hotel chains through the lens of online reviewers (2020)Service quality in airport ho…Do the brand and packaging matter? The case of hotel bathroom amenities (2020)Do the brand and packaging ma…The role of trip purpose and hotel star rating on guests’ satisfaction and WOM (2018)The role of trip purpose and …Five-star quality at three-star prices? Opaque booking and hotel service expectations (2018)Five-star quality at three-st…Analyzing hotel efficiency from a regional perspective: The role of environmental determinants (2018)Analyzing hotel efficiency fr…AirBnB Competition and Hotels’ Response: The Importance of Online Reputation (2018)AirBnB Competition and Hotels…The irruption of AirBNB and its effects on hotels' profitability: An analysis of Barcelona's hotel sector (2017)The irruption of AirBNB and i…Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings (2013)Investigating the impact of r…Hotel category switching behavior—Evidence of mobility, stasis or loyalty (2013)Hotel category switching beha…An exploratory study of marketing, physical and people related performance criteria in hotels (2012)An exploratory study of marke…A multi-criteria assessment of tourist farm service quality (2008)A multi-criteria assessment o…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Behavioral Consequences of Service Quality (1996)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)E‐service quality: a model of virtual service quality dimensions (2003)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment

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678 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry561 cited
  • Cited by

    • 2008A multi-criteria assessment of tourist farm service quality82 cited
    • 2018The role of trip purpose and hotel star rating on guests’ satisfaction and WOM80 cited
    • 2018Analyzing hotel efficiency from a regional perspective: The role of environmental determinants76 cited
    • 2022A novel multi-attribute decision-making for ranking mobile payment services using online consumer reviews66 cited
    • 2012An exploratory study of marketing, physical and people related performance criteria in hotels54 cited
    • 2020Service quality in airport hotel chains through the lens of online reviewers53 cited
    • 2017The irruption of AirBNB and its effects on hotels' profitability: An analysis of Barcelona's hotel sector52 cited
    • 2021An opinion-driven decision-support framework for benchmarking hotel service43 cited
    • 2013Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings37 cited
    • 2018Five-star quality at three-star prices? Opaque booking and hotel service expectations28 cited
    • 2022The effect of a hotel's star-rating-based expectations of safety from the pandemic on during-stay experiences26 cited
    • 2013Hotel category switching behavior—Evidence of mobility, stasis or loyalty26 cited
    • 2018AirBnB Competition and Hotels’ Response: The Importance of Online Reputation18 cited
    • 2022Turning non-financial performance measurements into financial performance: The usefulness of front-office staff incentive systems in hotels18 cited
    • 2020The exhaustion of the herding effect in peer-to-peer accommodation16 cited
    • 2020Do the brand and packaging matter? The case of hotel bathroom amenities15 cited