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Measuring Guest Satisfaction and Competitive Position in the Hospitality and Tourism Industry
16 references·8 citing·43 second hop
Measuring Guest Satisfaction and Competitive Position in the Hospitality and Tourism Industry (2009)Measuring Guest Satisfaction and Competit…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Satisfaction: A Behavioral Perspective on the Consumer (2010)Satisfaction: A Behavioral Pe…Blogs in tourism: Changing approaches to information exchange (2008)Blogs in tourism: Changing ap…Believe it or not: Credibility of blogs in tourism (2008)Believe it or not: Credibilit…Travel Blogs and the Implications for Destination Marketing (2007)Travel Blogs and the Implicat…Bloggers’ Motivations and Behaviors: A Model (2007)Bloggers’ Motivations and Beh…From satisfaction to delight: a model for the hotel industry (2006)From satisfaction to delight:…Reassessing the Foundations of Customer Delight (2005)Reassessing the Foundations o…How to Delight Your Customers (2005)How to Delight Your CustomersCustomer satisfaction and its measurement in hospitality enterprises (1999)Customer satisfaction and its…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…How to delight your customers (1996)How to delight your customersHotel guest satisfaction among business travelers What are the important factors? (1996)Hotel guest satisfaction amon…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…Dimentions of tourist satisfaction with a destination area (1978)Dimentions of tourist satisfa…Discovery of factors affecting tourists' fine dining experiences at five-star hotel restaurants in Istanbul (2021)Discovery of factors affectin…Topic Predictions and Optimized Recommendation Mechanism Based on Integrated Topic Modeling and Deep Neural Networks in Crowdfunding Platforms (2019)Topic Predictions and Optimiz…The impact of escalating service failures and internet addiction behavior on young and older customers' negative eWOM (2019)The impact of escalating serv…Investigating accommodation experience in budget hotels (2018)Investigating accommodation e…What Types of Hotels Make Their Guests (Un)Happy? Text Analytics of Customer Experiences in Online Reviews (2014)What Types of Hotels Make The…The Effect of Tourism Clusters on U.S. Hotel Performance (2014)The Effect of Tourism Cluster…Factors Influencing the Satisfaction of International Postgraduate Students in the Malaysian Context—A Literature Review and A Proposed Model (2014)Factors Influencing the Satis…Curvilinear Effects of User-Generated Content on Hotels’ Market Share (2013)Curvilinear Effects of User-G…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Technology Infusion in Service Encounters (2000)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Measuring Experience Economy Concepts: Tourism Applications (2007)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)Attractive Quality and Must-Be Quality (1984)The House of Quality (1988)The Voice of the Customer (1993)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research (2013)Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (2015)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualization and Operationalization of Destination Image (2007)Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews (2015)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Product Performance and Consumer Satisfaction: A New Concept (1976)The Sociology of Tourism: Approaches, Issues, and Findings (1984)The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival (1995)City branding: a state‐of‐the‐art review of the research domain (2011)The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms (2003)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Tourism and online photography (2010)4 What Is Web 2.0? Design Patterns and Business Models for the Next Generation of Software (2012)Tourist information search and destination choice in a digital age (2012)The effects of perceived relevance of travel blogs’ content on the behavioral intention to visit a tourist destination (2013)Content Analysis: An Introduction to its Methodology. (1984)Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews (2010)The Role of Smartphones in Mediating the Touristic Experience (2011)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)Content Analysis: An Introduction to Its Methodology (2019)Rediscovering Satisfaction (1999)Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality (2010)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)
this work references cited by second hop

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
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
  • 2010Satisfaction: A Behavioral Perspective on the Consumer892 cited
  • 2007Travel Blogs and the Implications for Destination Marketing798 cited
  • 1999Customer satisfaction and its measurement in hospitality enterprises670 cited
  • 1978Dimentions of tourist satisfaction with a destination area588 cited
  • 1996How to delight your customers581 cited
  • 2008Blogs in tourism: Changing approaches to information exchange461 cited
  • 2005Reassessing the Foundations of Customer Delight297 cited
  • 2005How to Delight Your Customers268 cited
  • 2006From satisfaction to delight: a model for the hotel industry260 cited
  • 1996Hotel guest satisfaction among business travelers What are the important factors?231 cited
  • 2008Believe it or not: Credibility of blogs in tourism222 cited

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  • 2007Bloggers’ Motivations and Behaviors: A Model172 cited
  • Cited by

    • 2013Curvilinear Effects of User-Generated Content on Hotels’ Market Share139 cited
    • 2014The Effect of Tourism Clusters on U.S. Hotel Performance87 cited
    • 2019The impact of escalating service failures and internet addiction behavior on young and older customers' negative eWOM29 cited
    • 2014What Types of Hotels Make Their Guests (Un)Happy? Text Analytics of Customer Experiences in Online Reviews28 cited
    • 2018Investigating accommodation experience in budget hotels28 cited
    • 2021Discovery of factors affecting tourists' fine dining experiences at five-star hotel restaurants in Istanbul25 cited
    • 2019Topic Predictions and Optimized Recommendation Mechanism Based on Integrated Topic Modeling and Deep Neural Networks in Crowdfunding Platforms23 cited
    • 2014Factors Influencing the Satisfaction of International Postgraduate Students in the Malaysian Context—A Literature Review and A Proposed Model11 cited