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An Integrated Approach to Service Quality in Hotels
16 references·0 citing·50 second hop
An Integrated Approach to Service Quality in Hotels (2003)An Integrated Approach to Service Quality…The Dimensions of Organizational Climate in Four- and Five-Star Australian Hotels (2001)The Dimensions of Organizatio…Organizational Climate, Perceived Customer Satisfaction, and Revenue per Available Room in Four- and Five-Star Australian Hotels (2001)Organizational Climate, Perce…How Product Quality Drives Profitability: The Experience at Holiday Inn (2001)How Product Quality Drives Pr…Customer Satisfaction Measurement Practice in United Kingdom Hotels (1998)Customer Satisfaction Measure…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectImproving service quality in America: Lessons learned (1994)Improving service quality in …Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?) (1993)Why Improving Quality Doesn't…Total Quality Management in a Small, High-Technology Company (1993)Total Quality Management in a…The service organization: Human resources management is crucial (1993)The service organization: Hum…Quality, Participation, and Competitiveness (1993)Quality, Participation, and C…Quality value-chain: a meta-synthesis of frontiers of quality movement (1993)Quality value-chain: a meta-s…Organizational Climate and Burnout (1993)Organizational Climate and Bu…How Ritz-Carlton Applies “TQM” (1993)How Ritz-Carlton Applies “TQM”Moments of Truth (1987)Moments of TruthEmployee and customer perceptions of service in banks: Replication and extension. 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References

  • 1995Why Satisfied Customers Defect2,230 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1993The service organization: Human resources management is crucial710 cited
  • 1987Moments of Truth614 cited
  • 1994Improving service quality in America: Lessons learned476 cited
  • 1993Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)259 cited
  • 1979Some Correlates of Experienced Job Stress: A Boundary Role Study197 cited
  • 1993Quality, Participation, and Competitiveness101 cited
  • 1993Organizational Climate and Burnout82 cited
  • 1993Total Quality Management in a Small, High-Technology Company77 cited
  • 1993Quality value-chain: a meta-synthesis of frontiers of quality movement77 cited
  • 1993How Ritz-Carlton Applies “TQM”63 cited
  • 2001The Dimensions of Organizational Climate in Four- and Five-Star Australian Hotels59 cited
  • 1998Customer Satisfaction Measurement Practice in United Kingdom Hotels57 cited
  • 2001Organizational Climate, Perceived Customer Satisfaction, and Revenue per Available Room in Four- and Five-Star Australian Hotels34 cited

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  • 2001How Product Quality Drives Profitability: The Experience at Holiday Inn30 cited
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