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An importance-performance analysis of service quality in spa hotels
16 references·1 citing·38 second hop
An importance-performance analysis of service quality in spa hotels (2014)An importance-performance analysis of ser…MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY (2006)MEASURING SERVICE QUALITY IN …Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Measuring service quality in …The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…Customer complaint behaviour towards hotel restaurant services (2003)Customer complaint behaviour …Customers’ expectations factors in restaurants (2002)Customers’ expectations facto…Revisiting importance–performance analysis (2001)Revisiting importance–perform…An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)An importance-performance ana…The Relationship Between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions (1995)The Relationship Between Qual…Dineserv: A Tool for Measuring Service Quality in Restaurants (1995)Dineserv: A Tool for Measurin…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model (1991)Analysing Service Quality in …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Importance-Performance Analysis (1977)Importance-Performance Analys…An Index of Factorial Simplicity (1974)An Index of Factorial Simplic…The Influence of Culture in Customers’ Expectations about the Hotel Service in Latin Countries with Different Human Development Levels (2020)The Influence of Culture in C…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1974An Index of Factorial Simplicity14,857 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1995Dineserv: A Tool for Measuring Service Quality in Restaurants823 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
  • 2001Revisiting importance–performance analysis772 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
  • 2000An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers658 cited
  • 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
  • 2006MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY329 cited
  • 1995

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The Relationship Between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions
274 cited
  • 2003Customer complaint behaviour towards hotel restaurant services271 cited
  • 2002Customers’ expectations factors in restaurants262 cited
  • Cited by

    • 2020The Influence of Culture in Customers’ Expectations about the Hotel Service in Latin Countries with Different Human Development Levels22 cited