Service quality and business performance in the UK hotel industryDenis Harrington, Gary Akehurst1996-09-01articleInternational Journal of Hospitality Management75 citationsclosedNo readable copy stored yet — this record is metadata only.Customer Service Quality and LoyaltyQuality and Supply ManagementManagement Systems and Quality ImprovementAbstractNo abstract was published for this record.Citations in this libraryStored only when both papers are in the corpus — 75 citations exist upstream.References1985A Conceptual Model of Service Quality and Its Implications for Future Research1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality1986Measurement of Business Performance in Strategy Research: A Comparison of Approaches1986Measurement of Business Performance in Strategy Research: A Comparison of Approaches1995Return on Quality (ROQ): Making Service Quality Financially Accountable1989The PIMS principles: Linking strategy to performance1991Performance measurement in service businesses1991Perspectives on marketing managementCited by2009Realising competitive advantage through HRM in New Zealand service industries2005A survey of employee relations practices and demographics of MNC chain and domestic luxury hotels in Australia2016Combined analysis of service expectations and perceptions in lodging industry through quality function deployment