This study examined the effects of both cognitive and affective tour guide interpretation
outcomes on tourist satisfaction and behavioral intention in a heritage tourism context. Data …

It is widely recognized that an increasing number of service firms are expanding into
international markets. Many studies in the services marketing literature have focused on the …

By employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on
the construction of a service quality scale. Customer perceptions of service quality of retail …

This study examines tour guide performance and its relationship with tourist satisfaction in
the context of package tours in Shanghai. A multilayer framework of tourist satisfaction in the …

This book provides an authoritative, state-of-the-art review of tour guiding scholarship and
research. It aims to foster best practice and to stimulate further study and research on tour …

This study examines the effects of selected individual characteristics on frontline employee
performance and job satisfaction. Specifically, the study examines:(i) the effects of trait …

In recent years, the concept of customer loyalty has become increasingly popular. Both
academics and practitioners regard customer loyalty as being fundamental to a company's …

This paper develops a comprehensive model measuring service quality in the travel industry
based on an extensive literature review and qualitative and empirical research. Following …

The aim of this paper is threefold: to test the dimensionality of the SERVQUAL instrument in
the Northern Cyprus health care industry, to assess the service quality provided in public …

The aim of this study is twofold: first to diagnose service quality perceptions of airline
passengers and then links these perceptions to their satisfaction and repurchase intentions …