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Environmental and quality practices: using a video method to explore their relationship with customer satisfaction in the hotel industry
16 references·1 citing·32 second hop
Environmental and quality practices: using a video method to explore their relationship with customer satisfaction in the hotel industry (2015)Environmental and quality practices: usin…The Impact of Corporate Sustainability on Organizational Processes and Performance (2014)The Impact of Corporate Susta…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Managing Legitimacy: Strategic and Institutional Approaches (1995)Managing Legitimacy: Strategi…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Zero defections: quality comes to services. (1990)Zero defections: quality come…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Self-Reports in Organizational Research: Problems and Prospects (1986)Self-Reports in Organizationa…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Significance tests and goodne…Statistics for experimenters. An introduction to design, data analysis, and model building. (1978)Statistics for experimenters.…Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda (2020)Service Quality in Hospitalit…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)A Reliability Coefficient for Maximum Likelihood Factor Analysis (1973)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Leadership: The Cutting Edge. (1979)Organizational citizenship behavior: Its nature and antecedents. (1983)Research in Organizational Behavior. (1986)Accounting for common method variance in cross-sectional research designs. (2001)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)Toward a Theory of Stakeholder Identification and Salience: Defining the Principle of who and What Really Counts (1997)WHY COMPANIES GO GREEN: A MODEL OF ECOLOGICAL RESPONSIVENESS. (2000)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Modes of Network Governance: Structure, Management, and Effectiveness (2007)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)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)
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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
  • 1995Managing Legitimacy: Strategic and Institutional Approaches19,858 cited
  • 1980Significance tests and goodness of fit in the analysis of covariance structures.19,061 cited
  • 1986Self-Reports in Organizational Research: Problems and Prospects17,092 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2014The Impact of Corporate Sustainability on Organizational Processes and Performance4,060 cited
  • 1978

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Statistics for experimenters. An introduction to design, data analysis, and model building.
4,021 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
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    • 2020Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda27 cited