Internationalizing LODGSERV as a Measurement Tool:

Mark E. Patton · Pete Stevens · Bonnie J. Knutson

60 citations0/0 files storedJournal of Hospitality & Leisure Marketing

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Survey Methodology and Nonresponse

Abstract

This article focuses on the potential for internationalizing a survey instrument that has been validated with American consumers. First, it briefly presents the anthropological framework for building a multi-cultural research program geared towards identifying market expectations. Next, it presents results from a pilot study testing the cultural translation method, using LODGSERV, a survey instrument measuring expectations for service quality in the hotel industry. Finally, it offers views of future research opportunities in the international hospitality market.

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2006The moderating role of familiarity in rural tourism in Spain 2011Using hybrid MCDM to evaluate the service quality expectation in linguistic preference 2009AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRY 2000The Impact of Cultural Distance on Perceived Service Quality Gaps 2009Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector 2011Measuring Service Quality Perceptions of Restaurant Experiences: The Disparity Between Comment Cards and DINESERV 2012Investigating the Effect of Service Quality on Customer Post-Purchasing Behaviors in the Hotel Sector: The Moderating Role of Service Convenience 2016Measuring the customers’ perception of tangible service quality in the restaurant industry: An emphasis on the upscale dining segment

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