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La calidad percibida como determinante de tipologías de clientes y su relación con la satisfacción: Aplicación a los servicios hoteleros
16 references·0 citing·31 second hop
La calidad percibida como determinante de tipologías de clientes y su relación con la satisfacción: Aplicación a los servicios hoteleros (2009)La calidad percibida como determinante de…Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour (2005)Value dimensions, perceived v…The contribution of emotional satisfaction to consumer loyalty (2001)The contribution of emotional…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…Quality, satisfaction and behavioral intentions (2000)Quality, satisfaction and beh…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Service quality, customer sat…An empirical examination of a model of perceived service quality and satisfaction (1996)An empirical examination of a…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Measuring Service Quality in the Travel and Tourism Industry (1991)Measuring Service Quality in …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Lodgserv: A Service Quality Index for the Lodging Industry (1990)Lodgserv: A Service Quality I…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)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)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Understanding Attitudes and Predicting Social Behavior (1980)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)The concept of perceived value: a systematic review of the research (2007)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 2000Quality, satisfaction and behavioral intentions2,686 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2005Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour1,354 cited
  • 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
  • 1999Service quality, customer satisfaction, and customer value: A holistic perspective1,086 cited

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2001
The contribution of emotional satisfaction to consumer loyalty
647 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry561 cited
  • 1990Lodgserv: A Service Quality Index for the Lodging Industry489 cited
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