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Service quality in airport hotel chains through the lens of online reviewers · Study

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ArticleService quality in airport hotel chains through the lens of online reviewers

Sérgio Moro2020

OA

Articlegreen2020

Service quality in airport hotel chains through the lens of online reviewers

Sérgio Moro · Rui Jorge Lopes · Joaquim Esmerado

53 citations·0/0 files stored·Journal of Retailing and Consumer Services

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Digital Marketing and Social Media

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2017The Rise of the Sharing Economy: Estimating the Impact of Airbnb on the Hotel Industry 1996SERVQUAL: review, critique, research agenda 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image 1995The determinants of service quality: satisfiers and dissatisfiers 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery 2002Performance-only measurement of service quality: a replication and extension 1999Putting people first for organizational success

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2023Exploring mobile banking service quality dimensions in Pakistan: a text mining approach 2023The importance of information quality according to the type of employee in the airline industry: Robot versus human 2022Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic 2025An innovative method for improving hotel service using implicit requirement generation and quality function deployment

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Details

Year2020

Typearticle

Published2020-07-06

VenueJournal of Retailing and Consumer Services

ISSN-L0969-6989

Languageen

Citations53

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jretconser.2020.102193

openalex_workW3035401370

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