References

• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1984Attractive Quality and Must-Be Quality3,436 cited
• 2003An examination of the effects of motivation and satisfaction on destination loyalty: a structural model3,379 cited
• 2000Quality, satisfaction and behavioral intentions2,686 cited
• 2003Destination Competitiveness: Determinants and Indicators1,958 cited
• 1999Tourism, Competitiveness, and Societal Prosperity1,815 cited
• 2000Strengthening the Satisfaction-Profit Chain1,537 cited
• 1993Tourism, Technology and Competitive Strategies1,453 cited
• 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
• 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
• 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
• 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
• 1996How to delight your customers581 cited
• 1999Measuring tourist destination competitiveness: conceptual considerations and empirical findings