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Customer satisfaction and its measurement in hospitality enterprises: a revisit and update
Purpose This paper aims to review and discuss customer satisfaction and its application to
the hospitality and tourism industries. This paper defines the concept and analyzes its …
the hospitality and tourism industries. This paper defines the concept and analyzes its …
A review of service quality and service delivery: Towards a customer co-production and customer-integration approach
Purpose The purpose of this paper is to provide researchers with an overview of the service
quality and delivery domain, focussing on the inclusion of customer co-production and …
quality and delivery domain, focussing on the inclusion of customer co-production and …
Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty
Purpose Loyalty has become the most important strategic aim in the hotel industry. The
purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur …
purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur …
Adapting the SERVQUAL scale to hospital services: an empirical investigation
Defining and measuring the quality of service has been a major challenge for health care
marketers. A comprehensive service quality measurement scale (SERVQUAL) is empirically …
marketers. A comprehensive service quality measurement scale (SERVQUAL) is empirically …
[کتاب][B] Tourism impacts, planning and management
P Mason - 2020 - api.taylorfrancis.com
Tourism Impacts, Planning and Management is a unique text, which links the three crucial
areas of tourism: impacts, planning and management. Tourism impacts are multifaceted and …
areas of tourism: impacts, planning and management. Tourism impacts are multifaceted and …
Customer satisfaction and its measurement in hospitality enterprises
Reviews and discusses the topic of customer satisfaction and its application to the hospitality
and tourism industries. Defines the concept and analyzes its importance to services in …
and tourism industries. Defines the concept and analyzes its importance to services in …
Measuring service quality in the hotel industry: A study in a business hotel in Turkey
The role of service quality in the success of hotel businesses cannot be denied. It is vital for
the hotel managers to have a good understanding on what exactly the customers want …
the hotel managers to have a good understanding on what exactly the customers want …
Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry
Purpose–The purpose of this paper is to develop and test a conceptual model of the
relationships among the constructs of “service quality”,“emotional satisfaction”, and …
relationships among the constructs of “service quality”,“emotional satisfaction”, and …
Measuring service quality in mid-scale hotels
Purpose–The purpose of this study is to identify an appropriate factor structure that may be
utilized to effectively measure a hotel's performance relative to service quality in a mid-scale …
utilized to effectively measure a hotel's performance relative to service quality in a mid-scale …
An extended model of the antecedents and consequences of consumer satisfaction for hospitality services
Purpose–The purpose of this paper is to examine the impact of self‐congruence on
consumer satisfaction with services and to develop and test a conceptual model of the …
consumer satisfaction with services and to develop and test a conceptual model of the …