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A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management
16 references·3 citing·31 second hop
A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management (2011)A Comprehensive Model Of Customer Satisfa…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Delivering Quality Service (1990)Delivering Quality ServiceSERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Modeling Consumer Satisfaction Processes Using Experience-Based Norms (1983)Modeling Consumer Satisfactio…In Search of Excellence: Lessons from America's Best-Run Companies. (1983)In Search of Excellence: Less…In search of excellence: Lessons from America's best- run companies (1983)In search of excellence: Less…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance (1973)Consumer Dissatisfaction: The…The Theory of Buyer Behavior (1971)The Theory of Buyer BehaviorWork and motivation (1964)Work and motivationTowards an understanding of inequity. (1963)Towards an understanding of i…Cognitive structure and attitudinal affect. (1956)Cognitive structure and attit…Purposive Behavior in Animals and Men (1950)Purposive Behavior in Animals…Purposive Behavior in Animals and Men (1932)Purposive Behavior in Animals…Analysis of the role of pt ASDP Indonesia Ferry (Persero)'s training and development program to improving customer satisfaction (2023)Analysis of the role of pt AS…STRATEGY ANALYSIS OF SERVICES, SYSTEMS AND FACILITIES ON EMPLOYEE PERFORMANCE THROUGH SERVICE USER SATISFACTION AT KSOP SPECIAL BATAM (2022)STRATEGY ANALYSIS OF SERVICES…Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments (2012)Service Quality Management in…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Theory of Social Comparison Processes (1954)Social Behavior: Its Elementary Forms (1963)New directions in equity research. (1973)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)What's the difference? diversity constructs as separation, variety, or disparity in organizations (2007)The theory of planned behavior (1991)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Self‐determination theory and work motivation (2005)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Gender and leadership style: A meta-analysis. (1990)Is the Resource-Based "View" a Useful Perspective for Strategic Management Research? (2001)Dimensionalizing Cultures: The Hofstede Model in Context (2011)The Psychology of Interpersonal Relations. (1958)A THEORY OF HUMAN MOTIVATION (2017)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Cultural differences in teaching and learning (1986)A framework linking intangible resources and capabiliites to sustainable competitive advantage (1993)Defining Quality (1993)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1964Work and motivation10,436 cited
  • 1963Towards an understanding of inequity.5,146 cited
  • 1983In search of excellence: Lessons from America's best- run companies4,442 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1983In Search of Excellence: Lessons from America's Best-Run Companies.3,107 cited
  • 1971The Theory of Buyer Behavior2,797 cited
  • 1950Purposive Behavior in Animals and Men2,455 cited
  • 1932Purposive Behavior in Animals and Men1,851 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1990Delivering Quality Service1,326 cited
  • 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
  • 1956Cognitive structure and attitudinal affect.1,065 cited

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  • 1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms966 cited
  • Cited by

    • 2012Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments32 cited
    • 2023Analysis of the role of pt ASDP Indonesia Ferry (Persero)'s training and development program to improving customer satisfaction3 cited
    • 2022STRATEGY ANALYSIS OF SERVICES, SYSTEMS AND FACILITIES ON EMPLOYEE PERFORMANCE THROUGH SERVICE USER SATISFACTION AT KSOP SPECIAL BATAM1 cited