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A service quality evaluation scale for the hospitality sector
16 references·1 citing·36 second hop
A service quality evaluation scale for the hospitality sector (2010)A service quality evaluation scale for th…Service Management and Marketing (2011)Service Management and Market…Service quality, emotional satisfaction, and behavioural intentions (2009)Service quality, emotional sa…Assessing tourist behavioral intentions through perceived service quality and customer satisfaction (2006)Assessing tourist behavioral …Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Measuring service quality in …Evoking Emotion: Affective Keys to Hotel Loyalty (2002)Evoking Emotion: Affective Ke…Customer satisfaction and its measurement in hospitality enterprises (1999)Customer satisfaction and its…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Improving service quality in America: Lessons learned (1994)Improving service quality in …A Customer Satisfaction Research Prospectus (1994)A Customer Satisfaction Resea…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Strategy for Customer Satisfaction (1992)A Strategy for Customer Satis…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Zero defections: quality comes to services. (1990)Zero defections: quality come…Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses (1983)Product Quality, Cost Positio…Measuring Service Quality Dimensions: An Empirical Analysis of Thai Hotel Industry (2012)Measuring Service Quality Dim…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Conceptualization and Operationalization of Destination Image (2007)Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews (2015)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Representing and Testing Organizational Theories: A Holistic Construal (1982)Environment‐strategy coalignment: An empirical test of its performance implications (1990)Marketing Strategy-Performance Relationship: An Investigation of the Empirical Link in Export Market Ventures (1994)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)A circumplex model of affect. (1980)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Service quality perspectives and satisfaction in private banking (2000)Relative attitudes and commitment in customer loyalty models (2001)Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers (2008)The Affective Consequences of Service Work (1993)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)
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References

  • 1990Zero defections: quality comes to services.5,373 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 2011Service Management and Marketing1,414 cited
  • 1983Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses911 cited
  • 1999Customer satisfaction and its measurement in hospitality enterprises670 cited
  • 1994A Customer Satisfaction Research Prospectus493 cited
  • 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
  • 1994Improving service quality in America: Lessons learned449 cited
  • 2009Service quality, emotional satisfaction, and behavioural intentions433 cited
  • 1992A Strategy for Customer Satisfaction413 cited
  • 2002Evoking Emotion: Affective Keys to Hotel Loyalty401 cited

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  • 2006Assessing tourist behavioral intentions through perceived service quality and customer satisfaction396 cited
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    • 2012Measuring Service Quality Dimensions: An Empirical Analysis of Thai Hotel Industry33 cited