Customer-satisfaction measurement: Performance counts

Cornell Hotel and Restaurant Administration Quarterly

Volumn 39, Issue 6, 1998, Pages 60-70

  Yüksel, Atila ^a   Rimmington, Mike ^a  

^a NONE

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EID: 0032325670     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/001088049803900611     Document Type: Article

References (81)

1. G.M. Gundersen, M. Heide, and H.U. Olsson, "Hotel Guest Satisfaction Among Business Travelers," Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, No. 2 (April 1996), pp. 72-91; L.J. Crompton and L.L. Love, "The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival," Journal of Travel Research, Vol. 34, No. 1 (Summer 1995), pp. 11-25; H. Oh and C.S. Parks, "Customer Satisfaction and Service Quality: A Critical Review of the Literature and Research Implications for the Hospitality Industry," Hospitality Research Journal, Vol. 20, No. 3 (1997), pp. 36-64.
2. G.M. Gundersen, M. Heide, and H.U. Olsson, "Hotel Guest Satisfaction Among Business Travelers," Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, No. 2 (April 1996), pp. 72-91; L.J. Crompton and L.L. Love, "The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival," Journal of Travel Research, Vol. 34, No. 1 (Summer 1995), pp. 11-25; H. Oh and C.S. Parks, "Customer Satisfaction and Service Quality: A Critical Review of the Literature and Research Implications for the Hospitality Industry," Hospitality Research Journal, Vol. 20, No. 3 (1997), pp. 36-64.
3. G.M. Gundersen, M. Heide, and H.U. Olsson, "Hotel Guest Satisfaction Among Business Travelers," Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, No. 2 (April 1996), pp. 72-91; L.J. Crompton and L.L. Love, "The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival," Journal of Travel Research, Vol. 34, No. 1 (Summer 1995), pp. 11-25; H. Oh and C.S. Parks, "Customer Satisfaction and Service Quality: A Critical Review of the Literature and Research Implications for the Hospitality Industry," Hospitality Research Journal, Vol. 20, No. 3 (1997), pp. 36-64.
4. Gundersen et al., pp. 72-91.
5. See: Crompton and Love, pp. 11-25; and Oh and Parks, pp. 36-64.
6. See: Crompton and Love, pp. 11-25; and Oh and Parks, pp. 36-64.
7. For example, see: G.R. Churchill and C. Surprenant, "An Investigation into Determinants of Customer Satisfaction," Journal of Marketing Research, Vol. 19 (1982), pp. 491-504; or R.L. Oliver, "A Cognitive Model of the Antecedents of Satisfaction Decisions," Journal of Marketing Research, Vol. 17 (1980), pp. 46-49.
8. For example, see: G.R. Churchill and C. Surprenant, "An Investigation into Determinants of Customer Satisfaction," Journal of Marketing Research, Vol. 19 (1982), pp. 491-504; or R.L. Oliver, "A Cognitive Model of the Antecedents of Satisfaction Decisions," Journal of Marketing Research, Vol. 17 (1980), pp. 46-49.
9. R.N. Cooper, B.M. Cooper, and F.D. Duhan, "Measurement Instrument Development Using Two Competing Concepts of Customer Satisfaction," Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, Vol. 2 (1989), pp. 28-35.
10. See: V. Prakash and W.J. Lounsbury, "A Reliability Problem in the Measurement of Disconfirmation of Expectations," in Advances in Consumer Research, Vol. 10, ed. RR. Bagozzi and M.A. Tybout (Ann Arbor, MI: Association for Consumer Research 1983), pp. 244-249; and A. Meyer and P. Westerbarkey, "Measuring and Managing Hotel Guest Satisfaction," in Service Quality in Hospitality Organisations, ed. D.M. Olsen, R. Teare, and E. Gummesson (New York: Cassell, 1996), pp. 185-204.
11. See: V. Prakash and W.J. Lounsbury, "A Reliability Problem in the Measurement of Disconfirmation of Expectations," in Advances in Consumer Research, Vol. 10, ed. RR. Bagozzi and M.A. Tybout (Ann Arbor, MI: Association for Consumer Research 1983), pp. 244-249; and A. Meyer and P. Westerbarkey, "Measuring and Managing Hotel Guest Satisfaction," in Service Quality in Hospitality Organisations, ed. D.M. Olsen, R. Teare, and E. Gummesson (New York: Cassell, 1996), pp. 185-204.
12. See, for example: A. Pizam and A. Milman, "Predicting Satisfaction among First-time Visitors to a Destination by Using the Expectancy-Disconfirmation Theory," International Journal of Hospitality Management, Vol. 12 (1993), pp. 197-209; J.D. Barsky, "Customer Satisfaction in Hotel Industry: Meaning and Measurement," Hospitality Research Journal, Vol. 16 (1992), pp. 51-73; or J.D. Barsky and R. Labagh, "A Strategy for Customer Satisfaction," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 5 (October 1992), pp. 32-40.
13. See, for example: A. Pizam and A. Milman, "Predicting Satisfaction among First-time Visitors to a Destination by Using the Expectancy-Disconfirmation Theory," International Journal of Hospitality Management, Vol. 12 (1993), pp. 197-209; J.D. Barsky, "Customer Satisfaction in Hotel Industry: Meaning and Measurement," Hospitality Research Journal, Vol. 16 (1992), pp. 51-73; or J.D. Barsky and R. Labagh, "A Strategy for Customer Satisfaction," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 5 (October 1992), pp. 32-40.
14. See, for example: A. Pizam and A. Milman, "Predicting Satisfaction among First-time Visitors to a Destination by Using the Expectancy-Disconfirmation Theory," International Journal of Hospitality Management, Vol. 12 (1993), pp. 197-209; J.D. Barsky, "Customer Satisfaction in Hotel Industry: Meaning and Measurement," Hospitality Research Journal, Vol. 16 (1992), pp. 51-73; or J.D. Barsky and R. Labagh, "A Strategy for Customer Satisfaction," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 5 (October 1992), pp. 32-40.
15. Among others, from: J.T. Brown, A.G. Churchill, and P.L. Peter, "Improving the Measurement of Service Quality," Journal of Retailing, Vol. 69, No. 1 (1993), pp. 127-139; F. Buttle, "SERVQUAL: Review, Critique, and Research Agenda," European Journal of Marketing, Vol. 30, No. 1 (1996), pp. 7-27; Churchill and Suprenant, pp. 491-504; and C. Gronroos, "Toward a Third Phase in Service Quality Research: Challenges and Future Directions," in Advances in Service Marketing and Management: Research and Practice, Vol. 2, ed. T.A. Swart, D.E. Bowen, and WS. Brown (Greenwich, CT: JAI Press, 1993), pp. 49-64.
16. Among others, from: J.T. Brown, A.G. Churchill, and P.L. Peter, "Improving the Measurement of Service Quality," Journal of Retailing, Vol. 69, No. 1 (1993), pp. 127-139; F. Buttle, "SERVQUAL: Review, Critique, and Research Agenda," European Journal of Marketing, Vol. 30, No. 1 (1996), pp. 7-27; Churchill and Suprenant, pp. 491-504; and C. Gronroos, "Toward a Third Phase in Service Quality Research: Challenges and Future Directions," in Advances in Service Marketing and Management: Research and Practice, Vol. 2, ed. T.A. Swart, D.E. Bowen, and WS. Brown (Greenwich, CT: JAI Press, 1993), pp. 49-64.
17. Among others, from: J.T. Brown, A.G. Churchill, and P.L. Peter, "Improving the Measurement of Service Quality," Journal of Retailing, Vol. 69, No. 1 (1993), pp. 127-139; F. Buttle, "SERVQUAL: Review, Critique, and Research Agenda," European Journal of Marketing, Vol. 30, No. 1 (1996), pp. 7-27; Churchill and Suprenant, pp. 491-504; and C. Gronroos, "Toward a Third Phase in Service Quality Research: Challenges and Future Directions," in Advances in Service Marketing and Management: Research and Practice, Vol. 2, ed. T.A. Swart, D.E. Bowen, and WS. Brown (Greenwich, CT: JAI Press, 1993), pp. 49-64.
18. Among others, from: J.T. Brown, A.G. Churchill, and P.L. Peter, "Improving the Measurement of Service Quality," Journal of Retailing, Vol. 69, No. 1 (1993), pp. 127-139; F. Buttle, "SERVQUAL: Review, Critique, and Research Agenda," European Journal of Marketing, Vol. 30, No. 1 (1996), pp. 7-27; Churchill and Suprenant, pp. 491-504; and C. Gronroos, "Toward a Third Phase in Service Quality Research: Challenges and Future Directions," in Advances in Service Marketing and Management: Research and Practice, Vol. 2, ed. T.A. Swart, D.E. Bowen, and WS. Brown (Greenwich, CT: JAI Press, 1993), pp. 49-64.
19. For example, see: Gronroos, pp. 49-64.
20. J.M. Carman, "Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions," Journal of Retailing, Vol. 66, Spring 1990, pp. 35-55.
21. M.J. Getty and N.K. Thomson, "The Relationship Between Quality, Satisfaction, Recommending Hehaviour in Lodging Decisions," Journal of Hospitality & Leisure Marketing, Vol. 2, No. 3 (1994), p. 8.
22. Among them: P.J. Danaher and J. Mattsson, "Customer Satisfaction During the Service Delivery Process," European Journal of Marketing, Vol. 28, No. 5 (1994), pp. 5-16; Gronroos, pp. 49-64; and D. Iacobucci, A.K. Grayson, A.L. Ostrom, "The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration," in Advances in Service Marketing and Management: Research and Practice, Vol. 3, ed. TA. Swart, D.E. Bowen. and W.S. Brown (Greenwich, CT: JAI Press, 1994), pp. 1-67.
23. Among them: P.J. Danaher and J. Mattsson, "Customer Satisfaction During the Service Delivery Process," European Journal of Marketing, Vol. 28, No. 5 (1994), pp. 5-16; Gronroos, pp. 49-64; and D. Iacobucci, A.K. Grayson, A.L. Ostrom, "The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration," in Advances in Service Marketing and Management: Research and Practice, Vol. 3, ed. TA. Swart, D.E. Bowen. and W.S. Brown (Greenwich, CT: JAI Press, 1994), pp. 1-67.
24. Among them: P.J. Danaher and J. Mattsson, "Customer Satisfaction During the Service Delivery Process," European Journal of Marketing, Vol. 28, No. 5 (1994), pp. 5-16; Gronroos, pp. 49-64; and D. Iacobucci, A.K. Grayson, A.L. Ostrom, "The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration," in Advances in Service Marketing and Management: Research and Practice, Vol. 3, ed. TA. Swart, D.E. Bowen. and W.S. Brown (Greenwich, CT: JAI Press, 1994), pp. 1-67.
25. K. Weber, "Assessment of Tourist Satisfaction Using the Expectancy Disconfirmation Theory, A Study of German Travel Market in Australia," Pacific Tourism Review, Vol. 1 (1997), pp. 35-45.
26. Danaher and Mattsson, pp. 5-16.
27. Weber, pp. 35-45.
28. P.W. Dorfman, "Measurement and Meaning of Recreation Satisfaction: A Case Study in Camping," Environment and Behaviour, Vol. 11, No. 4 (1979), pp. 483-510.
29. E. Babakus and W.G. Boller, "An Empirical Assessment of the SERVQUAL Scale," Journal of Business Research, Vol. 24 (1992), pp. 253-268.
30. A. Yüksel and M. Rimmington, "An Integrated Approach to Customer Service Evaluation, Advances in Hospitality and Tourism Research," Proceeding of the Second Conference on Graduate Education and Graduate Students Research, Vol. 2 (1997), pp. 31-45.
31. Crompton and Love, p. 15.
32. For example, see: D. Halstead, D. Hartman, L.S. Schmidt, "Multisource Effects on the Satisfaction Formation Process" Journal of the Academy of Marketing Science, Vol. 22, No. 2 (1994), pp. 114-129; and lacobucci et al., pp. 1-67.
33. For example, see: D. Halstead, D. Hartman, L.S. Schmidt, "Multisource Effects on the Satisfaction Formation Process" Journal of the Academy of Marketing Science, Vol. 22, No. 2 (1994), pp. 114-129; and lacobucci et al., pp. 1-67.
34. Crompton and Love, pp. 11-25.
35. Halstead et al., pp. 114-129.
36. R.A. Westerbrook and W. Newman, "An Analysis of Shopper Dissatisfaction for Major Household Appliances," Journal of Marketing Research, Vol. 15, (August 1978), pp. 456-466.
37. K. Hughes, "Tourist Satisfaction: A Guided Tour in North Queensland," Australian Psychologist, Vol. 26, No. 3 (1991), p. 168.
38. P.L. Pearce, "Introduction to the Tourism Psychology," Australian Psychologist, Vol. 26, No. 3 (1991), pp. 145-146.
39. For example, see: Babakus and Boller, pp. 253-268; Brown et al., pp. 127-139; G.M. Engeset and M. Heide, "Managing Hotel Guest Satisfaction: Towards a More Focused Approach," Tourist Review, Vol. 2 (1997), pp. 23-33; and S. Erevelles and C. Leavitt, "A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction," Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, Vol. 5 (1992), pp. 104-114.
40. For example, see: Babakus and Boller, pp. 253-268; Brown et al., pp. 127-139; G.M. Engeset and M. Heide, "Managing Hotel Guest Satisfaction: Towards a More Focused Approach," Tourist Review, Vol. 2 (1997), pp. 23-33; and S. Erevelles and C. Leavitt, "A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction," Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, Vol. 5 (1992), pp. 104-114.
41. For example, see: Babakus and Boller, pp. 253-268; Brown et al., pp. 127-139; G.M. Engeset and M. Heide, "Managing Hotel Guest Satisfaction: Towards a More Focused Approach," Tourist Review, Vol. 2 (1997), pp. 23-33; and S. Erevelles and C. Leavitt, "A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction," Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, Vol. 5 (1992), pp. 104-114.
42. For example, see: Babakus and Boller, pp. 253-268; Brown et al., pp. 127-139; G.M. Engeset and M. Heide, "Managing Hotel Guest Satisfaction: Towards a More Focused Approach," Tourist Review, Vol. 2 (1997), pp. 23-33; and S. Erevelles and C. Leavitt, "A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction," Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, Vol. 5 (1992), pp. 104-114.
43. Brown et al., pp. 127-139; and J. Swan and F.I. Travick, "Satisfaction Explained by Desired versus Predictive Expectations," in Changing Marketing Environment: New Theories and Applications, ed. Kenneth L. Bernhardt (Chicago: American Marketing Association, 1981), pp. 170-173.
44. Brown et al., pp. 127-139; and J. Swan and F.I. Travick, "Satisfaction Explained by Desired versus Predictive Expectations," in Changing Marketing Environment: New Theories and Applications, ed. Kenneth L. Bernhardt (Chicago: American Marketing Association, 1981), pp. 170-173.
45. Erevelles and Leavitt, pp. 104-114.
46. Halstead et al., pp. 114-129.
47. Meyer and Westerbarkey, pp. 185-204.
48. A. Parasuraman, V.A. Zeithaml, and L.L. Berry, "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research," Journal of Marketing, Vol. 58 (1994), pp. 111-124.
49. Among them: Barsky, pp. 51-73.
50. As noted by: Carman, pp. 35-55.
51. See: Barsky and Labagh, pp. 32-40.
52. A. Parasuraman, V.A. Zeithaml, and L.L. Berry, "SERVQUAl.: a Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, Spring 1988, pp. 12-40.
53. Oh and Parks, pp. 36-64.
54. Crompton and Love, p. 14.
55. Barsky, pp. 51-73.
56. C.R Duke and A.M. Persia, "Performance-Imporance Analysis of Escorted Tour Evaluations," Journal of Travel and Tourism Marketing, Vol. 5, No. 3 (1996), p. 208.
57. Oh and Parks, p, 53.
58. J.S. Dewlin, K.H. Dong, and M. Brown, "Selecting a Scale for Measuring Quality," Marketing Research: A Magazine of Management and Applications, Vol. 5, No. 3 (1993), pp. 12-17.
59. G.E. Carmines and A.R. Zeller, Reliability and Validity Assessment (London: Sage Publications, 1979).
60. J.J. Cronin, Jr., and S.A. Taylor, "Measuring Service Quality: A Re-examination and Extension," Journal of Marketing, Vol. 56 (1992), pp. 55-68.
61. Brown et al., pp. 127-139.
62. As suggested, for example, by: Cronin and Taylor, pp. 55-68; and Crompton and Love, pp. 11-25.
63. As suggested, for example, by: Cronin and Taylor, pp. 55-68; and Crompton and Love, pp. 11-25.
64. As proposed by: D. Halstead, "Expectations and Disconfirmation Beliefs as Predictors of CS, Repurchase Intentions, and Complaining Behaviour: An Empirical Study," Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour. Vol. 2 (1989), pp. 17-21.
65. N.R. Maddox, "Measuring Satisfaction with Tourism," Journal of Travel Research, Winter 1985. pp. 2-5.
66. Weber, pp. 35-45.
67. Based in part on: Barsky and Labagh, pp. 32-40.
68. D.R. Childress and L.J. Crompton, "A Comparison of Alternative Direct and Discrepancy Approaches to Measuring Quality of Performance at a Festival," Journal of Travel Research, Fall 1997, pp. 43-57.
69. A.G. Churchill, Jr., "A Paradigm for Developing Better Measures of Marketing Constructs," Journal of Marketing Research, Vol. 16, February 1979, pp. 64-73.
70. See: Brown et al., pp. 127-139; and Cronin and Taylor, pp. 55-68.
71. See: Brown et al., pp. 127-139; and Cronin and Taylor, pp. 55-68.
72. As suggested by: Babakus and Boller, pp. 253-268.
73. Crompton and Love, pp. 11-25.
74. See: Babakus and Boller, pp. 253-268; and Dorfman, pp. 483-510.
75. See: Babakus and Boller, pp. 253-268; and Dorfman, pp. 483-510.
76. Statistically significant at p < 0.05.
77. G.R Fick and B.J.R. Ritchie, "Measuring Service Quality in the Travel and Tourism Industry," Journal of Travel Research, Fall 1991, pp. 2-9; and Parasuraman et al., pp. 12-40.
78. G.R Fick and B.J.R. Ritchie, "Measuring Service Quality in the Travel and Tourism Industry," Journal of Travel Research, Fall 1991, pp. 2-9; and Parasuraman et al., pp. 12-40.
79. Pizam and Milman, p. 208.
80. As did: Weber, pp. 35-45.
81. As noted by: R.K. Teas, "Consumer Expectations and the Measurement of Perceived Service Quality," Journal of Professional Services Marketing, Vol. 8, No. 2 (1993), pp. 35-54.