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Customer Satisfaction in the Hotel Industry

16 references·16 citing·37 second hopsampled

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1964Work and motivation10,436 cited
1963Towards an understanding of inequity.5,146 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1985Influence : science and practice3,573 cited
1960The Functional Approach to the Study of Attitudes2,939 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1950Purposive Behavior in Animals and Men2,455 cited
1968Readings in Attitude Theory and Measurement2,124 cited
1974Linear models in decision making.1,878 cited
1932Purposive Behavior in Animals and Men1,851 cited
1988Response Determinants in Satisfaction Judgments1,685 cited
1983

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Selected Determinants of Consumer Satisfaction and Complaint Reports

1,466 cited

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