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Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana
16 references·3 citing·44 second hop
Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana (2013)Impact of Service Quality on Customer Loy…The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010)The Impact of Service Quality…Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty (2009)Impact of Service Quality, Tr…E-S-QUAL (2004)E-S-QUALCustomer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer Value, Satisfaction,…Country as brand, product, and beyond: A place marketing and brand management perspective (2002)Country as brand, product, an…Service quality and satisfaction – the moderating role of value (2000)Service quality and satisfact…An examination of the relationship between service quality, customer satisfaction, and store loyalty (2000)An examination of the relatio…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration (1994)The calculus of service quali…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Managing Customer Relationshi…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Zero defections: quality comes to services. (1990)Zero defections: quality come…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Services Marketing: People, Technology, Strategy (1984)Services Marketing: People, T…Principles of Marketing (1972)Principles of MarketingEffects of Service Quality and Customer Satisfaction on Customers’ Loyalty in the Hospitality industry of Ghana (2020)Effects of Service Quality an…Review on factors affecting customer churn in telecom sector (2017)Review on factors affecting c…Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable-An Empirical Analysis of Bank Customers in Malang City (2017)Customer Loyalty: The Effect …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)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Technology Infusion in Service Encounters (2000)Measuring Experience Economy Concepts: Tourism Applications (2007)Competing on the Eight Dimensions of Quality (1987)Consumer Ethnocentrism: Construction and Validation of the CETSCALE (1987)Managing brand equity : capitalizing on the value of a brand name. (1991)Relational network brands: Towards a conceptual model of place brands (2004)Destination Branding: Insights and Practices from Destination Management Organizations (2005)A model of destination branding: Integrating the concepts of the branding and destination image (2010)Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Relationship quality as a predictor of B2B customer loyalty (2006)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Developing Buyer-Seller Relationships (1987)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Linking perceived service quality and service loyalty: a multi‐dimensional perspective (1999)Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services (2000)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)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)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Classifying Services to Gain Strategic Marketing Insights (1983)Understanding Service Convenience (2002)Effects of innovation types on firm performance (2011)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1972Principles of Marketing5,587 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 2004E-S-QUAL3,962 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 2002Country as brand, product, and beyond: A place marketing and brand management perspective1,889 cited
  • 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context1,829 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
  • 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
  • 1984Services Marketing: People, Technology, Strategy1,058 cited
  • 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
  • 2000Service quality and satisfaction – the moderating role of value632 cited
  • 2010The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia347 cited

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  • 2009Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty325 cited
  • 1994The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration281 cited
  • Cited by

    • 2017Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable-An Empirical Analysis of Bank Customers in Malang City29 cited
    • 2020Effects of Service Quality and Customer Satisfaction on Customers’ Loyalty in the Hospitality industry of Ghana25 cited
    • 2017Review on factors affecting customer churn in telecom sector12 cited