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CALIDAD DE SERVICIO EN LA INDUSTRIA HOTELERA: REVISIÓN DE LA LITERATURA
16 references·1 citing·36 second hop
CALIDAD DE SERVICIO EN LA INDUSTRIA HOTELERA: REVISIÓN DE LA LITERATURA (2007)CALIDAD DE SERVICIO EN LA INDUSTRIA HOTEL…Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)Service quality, customer sat…Service quality models: a review (2005)Service quality models: a rev…Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Service quality, customer sat…Customer satisfaction and its measurement in hospitality enterprises (1999)Customer satisfaction and its…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)DEFINING QUALITY: ALTERNATIVE…Tourism, Technology and Competitive Strategies (1993)Tourism, Technology and Compe…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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 …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…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Quality-Control Handbook. (1952)Quality-Control Handbook.Satisfacción del usuario y calidad del servicio en alojamientos turísticos del estado Mérida, Venezuela (2017)Satisfacción del usuario y ca…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)ON GOODS AND SERVICES (1977)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Designing conceptual articles: four approaches (2020)Competitive Advantage: Creating and Sustaining Superior Performance (1985)AIMQ: a methodology for information quality assessment (2002)Information quality benchmarks (2002)Trust and commitment influences on customer retention: insights from business-to-business services (2003)Advertising as Information (1974)Strategic Management and Marketing in the Service Sector (1984)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)On the Evaluation of Structural Equation Models (1988)Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour (2005)How destination image and evaluative factors affect behavioral intentions? (2006)Measuring Experience Economy Concepts: Tourism Applications (2007)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Strategic use of information technologies in the tourism industry (1998)Sustainable tourism: A state‐of‐the‐art review (1999)Traditions of sustainability in tourism studies (2006)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)SERVQUAL: review, critique, research agenda (1996)Bridging ties: a source of firm heterogeneity in competitive capabilities (1999)
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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 Implications6,682 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1952Quality-Control Handbook.2,849 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1993Tourism, Technology and Competitive Strategies1,453 cited
  • 1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS1,211 cited
  • 1999Service quality, customer satisfaction, and customer value: A holistic perspective1,098 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,045 cited
  • 2005Service quality models: a review1,036 cited
  • 1999Customer satisfaction and its measurement in hospitality enterprises670 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
  • 2006Service quality, customer satisfaction, and behavioral intentions in the service factory

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613 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry561 cited
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    • 2017Satisfacción del usuario y calidad del servicio en alojamientos turísticos del estado Mérida, Venezuela13 cited