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Service quality in airport hotel chains through the lens of online reviewers
16 references·5 citing·41 second hop
Service quality in airport hotel chains through the lens of online reviewers (2020)Service quality in airport hotel chains t…What do hotel customers complain about? Text analysis using structural topic model (2019)What do hotel customers compl…The Rise of the Sharing Economy: Estimating the Impact of Airbnb on the Hotel Industry (2017)The Rise of the Sharing Econo…Research trends on Big Data in Marketing: A text mining and topic modeling based literature analysis (2017)Research trends on Big Data i…Determinants of hotel room price (2011)Determinants of hotel room pr…The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews (2010)The impact of e-word-of-mouth…Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study (2010)Customer perceptions of servi…Towards an understanding of total service quality in hotels (2006)Towards an understanding of t…MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY (2006)MEASURING SERVICE QUALITY IN …Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Measuring service quality in …Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …Customer loyalty in the hotel industry: the role of customer satisfaction and image (2000)Customer loyalty in the hotel…An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…Putting people first for organizational success (1999)Putting people first for orga…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…An innovative method for improving hotel service using implicit requirement generation and quality function deployment (2025)An innovative method for impr…The importance of information quality according to the type of employee in the airline industry: Robot versus human (2023)The importance of information…Exploring mobile banking service quality dimensions in Pakistan: a text mining approach (2023)Exploring mobile banking serv…Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic (2022)Criteria of quality assessmen…Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare (2021)Evaluation of service quality…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Zero defections: quality comes to services. (1990)The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions (2008)The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry (2009)Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach (2008)Alternative measures of service quality: a review (2008)Service quality and customer satisfaction: The moderating effects of hotel star rating (2019)PEOPLE AND ORGANIZATIONAL CULTURE: A PROFILE COMPARISON APPROACH TO ASSESSING PERSON-ORGANIZATION FIT (1991)THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE. (1995)Responsibility: The new business imperative (2002)Workplace spirituality and organizational commitment: an empirical study (2008)Corporate responsibility and financial performance: the role of intangible resources (2009)Information and Consumer Behavior (1970)The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms (2003)The Effect of Word of Mouth on Sales: Online Book Reviews (2006)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions (2015)Hospitality and Tourism Online Reviews: Recent Trends and Future Directions (2015)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach (2005)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)A review of twenty years of SERVQUAL research (2009)Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level (2009)CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality (2010)Putting the sharing economy into perspective (2017)Algorithmic management and app‐work in the gig economy: A research agenda for employment relations and HRM (2019)Digital Economics (2019)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2017The Rise of the Sharing Economy: Estimating the Impact of Airbnb on the Hotel Industry2,374 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image1,231 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited
  • 1999Putting people first for organizational success797 cited
  • 2010The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews761 cited
  • 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
  • 2019What do hotel customers complain about? Text analysis using structural topic model379 cited
  • 2006Towards an understanding of total service quality in hotels357 cited
  • 2006MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY329 cited
  • 2017Research trends on Big Data in Marketing: A text mining and topic modeling based literature analysis

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322 cited
  • 2010Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study251 cited
  • 2011Determinants of hotel room price232 cited
  • Cited by

    • 2023Exploring mobile banking service quality dimensions in Pakistan: a text mining approach31 cited
    • 2023The importance of information quality according to the type of employee in the airline industry: Robot versus human24 cited
    • 2021Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare19 cited
    • 2022Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic16 cited
    • 2025An innovative method for improving hotel service using implicit requirement generation and quality function deployment14 cited