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Hospitality quality: new directions and new challenges

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1984The Managed Heart: Commercialization of Human Feeling8,746 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
1992Marketing Services: Competing Through Quality2,178 cited
1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
1993Tourism, Technology and Competitive Strategies1,453 cited
1990Tourism: Principles, Practices, Philosophies1,411 cited
1992The empowerment of service workers: what, why, how, and when.1,243 cited
2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships1,050 cited
2002The Role of Emotions in Service Encounters810 cited
1995Empowering Service Employees809 cited
1991Two Approaches to Service Quality Dimensions709 cited
1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited

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1990Lodgserv: A Service Quality Index for the Lodging Industry489 cited

Cited by

2013How reputation creates loyalty in the restaurant sector178 cited
2012The impact of information security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word‐of‐mouth162 cited
2013Service quality perceptions and customer loyalty in casinos159 cited
2018Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective143 cited
2015Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?138 cited
2014Deconstructing Service Quality and Customer Satisfaction: Challenges and Directions for Future Research107 cited
2018Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions107 cited
2018A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects107 cited
2017Identifying the critical determinants of TQM and their impact on company performance98 cited
2014How do international tourists perceive hotel quality?98 cited
2014An Empirical Study of Environmental Practices and Employee Ecological Behavior in the Hotel Industry92 cited
2014Do affluent customers care when luxury brands go mass?88 cited
2013The effect of hospitableness and servicescape on guest satisfaction in the hotel industry85 cited
2020Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach79 cited
2013Hotel loyalty programs: how valuable is valuable enough?79 cited
2018Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)69 cited