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Understanding the Subjective and Objective Assessments of Service Quality through Spa Customers’ E-complaints in Bangkok
16 references·2 citing·46 second hop
Understanding the Subjective and Objective Assessments of Service Quality through Spa Customers’ E-complaints in Bangkok (2021)Understanding the Subjective and Objectiv…The Role of Functional and Wellness Values in Visitors' Evaluation of Spa Experiences (2014)The Role of Functional and We…The Impact of Service Quality on Positive Consumption Emotions in Resort and Hotel Spa Experiences (2014)The Impact of Service Quality…Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers (2014)Online Complaining Behavior i…Social Media Use and Impact during the Holiday Travel Planning Process (2012)Social Media Use and Impact d…Managing a Hotel's Image on TripAdvisor (2010)Managing a Hotel's Image on T…Complaining in Cyberspace: The Motives and Forms of Hotel Guests' Complaints Online (2010)Complaining in Cyberspace: Th…Qualitative Content Analysis (2008)Qualitative Content AnalysisQualitative Data Analysis: An Introduction (2007)Qualitative Data Analysis: An…Exploring word‐of‐mouth influences on travel decisions: friends and relatives vs. other travellers (2007)Exploring word‐of‐mouth influ…Using thematic analysis in psychology (2006)Using thematic analysis in ps…The measurement of perceived differences in service quality — The case of health spas in Slovenia (2002)The measurement of perceived …Customer Loyalty in E-Commerce (2002)Customer Loyalty in E-CommerceContent Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability (2002)Content Analysis in Mass Comm…Cambridge international dictionary of English (2000)Cambridge international dicti…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Emerging perspectives on services marketing (1983)Emerging perspectives on serv…OBTAINING AN IN-DEPTH UNDERSTANDING OF THE ASSURANCE DIMENSION OF SERVQUAL IN THE SPA INDUSTRY: A CASE OF SPAS IN BANGKOK (2022)OBTAINING AN IN-DEPTH UNDERST…Understanding resort service quality through customer complaints (2021)Understanding resort service …Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)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)The Virtual Community: Homesteading on the Electronic Frontier (1994)Social media: The new hybrid element of the promotion mix (2009)Users of the world, unite! 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Chicago: Aldine Publishing Company, 1967. 271 pp. $6.75 (1968)Content Analysis: An Introduction to its Methodology. (1984)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Three Approaches to Qualitative Content Analysis (2005)Building dynamic capabilities for digital transformation: An ongoing process of strategic renewal (2018)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Social Network Sites: Definition, History, and Scholarship (2007)Qualitative Data Analysis (2008)The business value of online consumer reviews and management response to hotel performance (2014)Hospitality and Tourism Online Reviews: Recent Trends and Future Directions (2015)Smart hospitality—Interconnectivity and interoperability towards an ecosystem (2017)A Coefficient of Agreement for Nominal Scales (1960)Answering the Call for a Standard Reliability Measure for Coding Data (2007)Coding In-depth Semistructured Interviews (2013)The Content Analysis Guidebook (2017)Intercoder Reliability in Qualitative Research: Debates and Practical Guidelines (2020)Content analysis and thematic analysis: Implications for conducting a qualitative descriptive study (2013)Member Checking (2016)QUALITATIVE RESEARCH METHODOLOGY IN SOCIAL SCIENCES AND RELATED SUBJECTS (2018)The Commitment-Trust Theory of Relationship Marketing (1994)Derivative Word Forms: What Do Learners Know? 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References

  • 2006Using thematic analysis in psychology237,789 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2008Qualitative Content Analysis6,565 cited
  • 2002Content Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability3,105 cited
  • 2002Customer Loyalty in E-Commerce1,072 cited
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  • 2010Complaining in Cyberspace: The Motives and Forms of Hotel Guests' Complaints Online264 cited
  • 2007Exploring word‐of‐mouth influences on travel decisions: friends and relatives vs. other travellers204 cited
  • 2014The Impact of Service Quality on Positive Consumption Emotions in Resort and Hotel Spa Experiences119 cited
  • 2014Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers97 cited
  • 2002The measurement of perceived differences in service quality — The case of health spas in Slovenia

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93 cited
  • 2014The Role of Functional and Wellness Values in Visitors' Evaluation of Spa Experiences72 cited
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    • 2021Understanding resort service quality through customer complaints20 cited
    • 2022OBTAINING AN IN-DEPTH UNDERSTANDING OF THE ASSURANCE DIMENSION OF SERVQUAL IN THE SPA INDUSTRY: A CASE OF SPAS IN BANGKOK14 cited