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Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan
16 references·0 citing·40 second hop
Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan (2014)Using Modified IPA to Improve Service Qua…Importance-satisfaction analysis for marine-park hinterlands: A Western Australian case study (2006)Importance-satisfaction analy…Service failure and recovery: evidence from the hotel industry (2004)Service failure and recovery:…Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius (2004)Exploring international touri…The factor structure of customer satisfaction (2002)The factor structure of custo…Revisiting importance–performance analysis (2001)Revisiting importance–perform…Service quality in China’s hotel industry: a perspective from tourists and hotel managers (2000)Service quality in China’s ho…The Performance-Importance Response Function: Observations and Implications (1999)The Performance-Importance Re…Analysing service quality in the hospitality industry (1999)Analysing service quality in …How to delight your customers (1996)How to delight your customersIntroduction to Statistical Quality Control (1992)Introduction to Statistical Q…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Lodgserv: A Service Quality Index for the Lodging Industry (1990)Lodgserv: A Service Quality I…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…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Importance-Performance Analysis (1977)Importance-Performance Analys…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? (2008)Gain more insight from your PLS-SEM results (2016)The Motivation to Work (2017)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The Practice of Social Research. (1976)Research in Organizational Behavior (1984)The Practice of Social Research (1989): A tool for measuring service quality in restaurants (1995)Customer satisfaction and its measurement in hospitality enterprises (1999)The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors (2008)Zero defections: quality comes to services. (1990)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Putting the Service-Profit Chain to Work (1994)Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (2015)A Theory of Cognitive Dissonance (1957)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Tourism destination competitiveness: a quantitative approach (2004)Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort (2007)TOURIST SATISFACTION AND DISSATISFACTION (2009)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Time-Series Modeling for Statistical Process Control (1988)Statistical process control as a tool for research and healthcare improvement (2003)Data quality for data science, predictive analytics, and big data in supply chain management: An introduction to the problem and suggestions for research and applications (2014)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Introduction to Statistical Quality Control7,842 cited
  • 1977Importance-Performance Analysis4,463 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1996How to delight your customers872 cited
  • 2001Revisiting importance–performance analysis788 cited
  • 1990Lodgserv: A Service Quality Index for the Lodging Industry509 cited
  • 2002The factor structure of customer satisfaction431 cited
  • 1999Analysing service quality in the hospitality industry379 cited
  • 2004Service failure and recovery: evidence from the hotel industry366 cited
  • 2006Importance-satisfaction analysis for marine-park hinterlands: A Western Australian case study344 cited
  • 1999The Performance-Importance Response Function: Observations and Implications262 cited
  • 2000Service quality in China’s hotel industry: a perspective from tourists and hotel managers245 cited

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  • 2004Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius241 cited
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