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The critical incident technique in hospitality research: an illustration from the UK lodge sector
16 references·11 citing·30 second hop
The critical incident technique in hospitality research: an illustration from the UK lodge sector (1998)The critical incident technique in hospit…Critical Incident Technique (2007)Critical Incident TechniqueService Breakdowns: A Study of Critical Incidents in an Airline (1992)Service Breakdowns: A Study o…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Key Factors in Guest Satisfaction (1988)Key Factors in Guest Satisfac…Moments of Truth (1987)Moments of TruthServices marketing in a changing environment (1985)Services marketing in a chang…Planning the service encounter (1985)Planning the service encounterA Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Do people do what they say? Further studies on the situational interview. (1984)Do people do what they say? F…The situational interview. (1980)The situational interview.Studies in the reliability and validity of the critical incident technique. (1964)Studies in the reliability an…Survey Methods in Social Investigation. (1958)Survey Methods in Social Inve…The critical incident technique. (1954)The critical incident techniq…The critical incident technique reappraised (2016)The critical incident techniq…Measuring food and beverage service quality in spa hotels (2013)Measuring food and beverage s…Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary (2009)Using fuzzy analytic hierarch…Service Quality in the Hotel Industry (2009)Service Quality in the Hotel …Service failures and complaints in the family travel market: a justice dimension approach (2008)Service failures and complain…Explore airlines’ brand niches through measuring passengers’ repurchase motivation—an application of Rasch measurement (2008)Explore airlines’ brand niche…An evaluation of the language skills in Scottish hotels (2006)An evaluation of the language…Making Decisions: Social work processes and the construction of risk(s) in child protection work (2005)Making Decisions: Social work…A qualitative study of pastoral counselling of Catholic priests in one diocese in Northern Ireland (2002)A qualitative study of pastor…Western Australian Managers Tell Their Stories: Ethical Challenges in International Business Operations (2001)Western Australian Managers T…Dilemmas and dictates: managers tell their stories about international business ethics (2001)Dilemmas and dictates: manage…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)Developing Buyer-Seller Relationships (1987)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)The destination product and its impact on traveller perceptions (2000)Measuring student satisfaction at a UK university (2006)Collecting data using a semi‐structured interview: a discussion paper (1994)Participatory rural appraisal (PRA): Analysis of experience (1994)Methods for Testing and Evaluating Survey Questionnaires (2004)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)“Culture shocks” in inter‐cultural service encounters? (1999)The role of emotional satisfaction in service encounters (2004)The management of destination brands: Five guiding principles based on recent developments in corporate branding theory (2007)
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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
  • 1954The critical incident technique.8,184 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1958Survey Methods in Social Investigation.1,434 cited
  • 1987Moments of Truth614 cited
  • 1985Planning the service encounter435 cited
  • 1980The situational interview.374 cited
  • 1992Service Breakdowns: A Study of Critical Incidents in an Airline329 cited
  • 1964Studies in the reliability and validity of the critical incident technique.327 cited
  • 1988Key Factors in Guest Satisfaction314 cited
  • 1985Services marketing in a changing environment257 cited
  • 1984Do people do what they say? Further studies on the situational interview.

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174 cited

Cited by

  • 2016The critical incident technique reappraised120 cited
  • 2009Service Quality in the Hotel Industry55 cited
  • 2009Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary55 cited
  • 2013Measuring food and beverage service quality in spa hotels47 cited
  • 2008Service failures and complaints in the family travel market: a justice dimension approach38 cited
  • 2001Western Australian Managers Tell Their Stories: Ethical Challenges in International Business Operations24 cited
  • 2006An evaluation of the language skills in Scottish hotels21 cited
  • 2008Explore airlines’ brand niches through measuring passengers’ repurchase motivation—an application of Rasch measurement20 cited
  • 2005Making Decisions: Social work processes and the construction of risk(s) in child protection work14 cited
  • 2001Dilemmas and dictates: managers tell their stories about international business ethics13 cited
  • 2002A qualitative study of pastoral counselling of Catholic priests in one diocese in Northern Ireland7 cited