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The measurement of gaps in the quality of hotel services · Study

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ArticleThe measurement of gaps in the quality of hotel services

Robert C. Lewis1987

Article1987

The measurement of gaps in the quality of hotel services

Robert C. Lewis

137 citations·0/0 files stored·International Journal of Hospitality Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Service and Product Innovation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1984A Service Quality Model and its Marketing Implications

Cited by

2003Service quality in Cretan accommodations: marketing strategies for the UK holiday market 2003Difference in shopping satisfaction levels: a study of tourists in Hong Kong 2003A study of hotel guest perceptions in Mauritius 2002Stated‐importance versus derived‐importance customer satisfaction measurement 1997Benchmarking the quality of hotel services: managerial perspectives 2001Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique 2000The use of quality expectations to segment a service market 2003Hotel cleanliness—how do guests view it? Let us get specific. A New Zealand study

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Details

Year1987

Typearticle

Published1987-01-01

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations137

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0278-4319(87)90020-x

openalex_workW2017594757

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