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ArticleCustomer satisfaction measurement practice in Taiwan hotels

Allan Yen-Lun Su2004

Article2004

Customer satisfaction measurement practice in Taiwan hotels

Allan Yen-Lun Su

166 citations·0/0 files stored·International Journal of Hospitality Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Patient Satisfaction in Healthcare

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1990Zero defections: quality comes to services.1994Putting the Service-Profit Chain to Work 1995Why Satisfied Customers Defect 1990Service management and marketing: managing the moments of truth in service competition 1994Service Quality: New Directions in Theory and Practice 1995Return on Quality (ROQ): Making Service Quality Financially Accountable

Cited by

2015Service quality and customer satisfaction: qualitative research implications for luxury hotels 2013Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry 2018Muslim tourist perceived value: a study on Malaysia Halal tourism 2018A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects 2013Service quality and customers’ purchase intentions: an empirical study of the Indian banking sector

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2009AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRYthesis · 14 shared references 2008Research themes, concepts and relationshipsarticle · 10 shared references 2018Service quality, customer satisfaction, and loyalty in the banking sectorarticle · 9 shared references 2003Tailoring e‐service quality through CRMarticle · 9 shared references 1999Service operations management: return to rootsarticle · 8 shared references 2013Customer satisfaction, loyalty and financial performancearticle · 8 shared references

Details

Year2004

Typearticle

Published2004-04-22

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations166

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijhm.2004.02.002

openalex_workW2157377757

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2017Influence of empathy on hotel guests’ emotional service experience

2009Using integrated quality assessment for hotel service quality

2014The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty