Airport-restaurant service quality in Hong Kong: An application of SERVQUAL

Cornell Hotel and Restaurant Administration Quarterly

Volumn 41, Issue 3, 2000, Pages 86-96

  Heung, Vincent C S ^a   Wong, M Y ^b   Qu, Hailin ^c  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b UNIVERSITY OF HONG KONG   (Hong Kong)

^c OKLAHOMA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034195708     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/001088040004100320     Document Type: Article

References (30)

1. 1 One exception is: Rohit Verma, Madeleine E. Pullman, and John C. Goodale, "Designing and Positioning Food Services for Multicultural Markets," Cornell Hotel and Restaurant Administration Quarterly, Vol. 40, No. 6 (December 1999), pp. 76-87.
2. 2 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, No. 1 (Spring 1988), pp. 12-40.
3. 3 For example, see: D. Nel and L. Pitt, "Service Quality in a Retail Environment: Closing the Gaps," Journal of General Management, Vol. 18, No. 3 L. (1993), pp. 37-56; L. Pitt, M.H. Morris, and P. Osthuizen, "Expectations of Service Quality as an Industrial Market-segmentation Variable," Service Industries Journal, Vol. 16, No. 1 (1996), pp. 1-9; and L.F. Pitt, R.T. Watson, and C.B. Kavan, "Service Quality: A Measure of Information-systems Effectiveness," MIS Quarterly, June 1995, pp. 173-187.
4. 3 For example, see: D. Nel and L. Pitt, "Service Quality in a Retail Environment: Closing the Gaps," Journal of General Management, Vol. 18, No. 3 L. (1993), pp. 37-56; L. Pitt, M.H. Morris, and P. Osthuizen, "Expectations of Service Quality as an Industrial Market-segmentation Variable," Service Industries Journal, Vol. 16, No. 1 (1996), pp. 1-9; and L.F. Pitt, R.T. Watson, and C.B. Kavan, "Service Quality: A Measure of Information-systems Effectiveness," MIS Quarterly, June 1995, pp. 173-187.
5. 3 For example, see: D. Nel and L. Pitt, "Service Quality in a Retail Environment: Closing the Gaps," Journal of General Management, Vol. 18, No. 3 L. (1993), pp. 37-56; L. Pitt, M.H. Morris, and P. Osthuizen, "Expectations of Service Quality as an Industrial Market-segmentation Variable," Service Industries Journal, Vol. 16, No. 1 (1996), pp. 1-9; and L.F. Pitt, R.T. Watson, and C.B. Kavan, "Service Quality: A Measure of Information-systems Effectiveness," MIS Quarterly, June 1995, pp. 173-187.
6. 4 For example, see: B.E.S. Wuest, R.F. Tas, and D.A. Emenheiser, "What Do Mature Travelers Perceive as Important Hotel-Motel Customer Services?," Hospitality Research Journal, Vol. 20, No. 2 (1996), pp. 77-92.
7. 5 M. Augustyn and Samuel Ho, "Service Quality and Tourism," Journal of Travel Research, Vol. 37, No. 1 (1998), pp. 71-75.
8. 6 For example, see: E. Babakus and G.W. Boller, "An Empirical Assessment of the SERVQUAL Scale," Journal of Business Research, Vol. 24 (1992), pp. 253-268.
9. 7 For example, see: B.R. Lewis and V.W. Mitchell, "Defining and Measuring the Quality of Customer Service," Marketing Intelligence & Planning, Vol. 8, No. 6 (1990), pp. 11-17.
10. 8 For example, see: T.J. Brown, G.A. Churchill, and J.P. Peter, "Improving the Measurement of Service Quality," Journal of Retailing, Vol. 69, No. 1 (1993), pp. 127-139.
11. 9 J.M. Carman, "Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions," Journal of Retailing, Vol. 66, No. 1 (1990), pp. 33-55.
12. 10 J.A. Miller, "Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements," in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Report No. 77-103, ed. K. Hunt (Cambridge, MA: Marketing Science Institute, May 1977), pp. 72-91.
13. 11 J. C. Olson and P. Dover, "Disconfirmation of Consumer Expectations through Product Trial," Journal of Applied Psychology, Vol. 64 (April 1979), pp. 179-189.
14. 12 L. Berry and A. Parasuraman, Marketing Services: Competing through Quality (New York: Free Press, 1991).
15. 13 Ibid.
16. 14 D.C. Bojanic and L.D. Rosen, "Measuring Service Quality in Restaurants: An Application of the SERVQUAL Instrument," Hospitality Research Journal, Vol. 18, No. 1 (1994), pp. 3-14.
17. 15 C. Bernstein, "Rice: Service Perceptions Differ," Restaurants & Institutions, Vol. 104, No. 29 (December 1994), pp. 28-30.
18. 16 P. Stevens, B. Knutson, and M. Patton, "DINESERV: A Tool for Measuring Service Quality in Restaurants," Cornell Hotel and Restaurant Administration Quarterly, Vol. 36, No. 2 (April 1995), pp. 56-60. See also: B. Knutson, P. Stevens, and M. Patton, "DINESERV: Measuring Service Quality in Quick Service, Casual-theme, and Fine-dining Restaurants," Journal of Hospitality & Leisure Marketing, Vol. 3, No. 2 (1995), pp. 35-44.
19. 16 P. Stevens, B. Knutson, and M. Patton, "DINESERV: A Tool for Measuring Service Quality in Restaurants," Cornell Hotel and Restaurant Administration Quarterly, Vol. 36, No. 2 (April 1995), pp. 56-60. See also: B. Knutson, P. Stevens, and M. Patton, "DINESERV: Measuring Service Quality in Quick Service, Casual-theme, and Fine-dining Restaurants," Journal of Hospitality & Leisure Marketing, Vol. 3, No. 2 (1995), pp. 35-44.
20. 17 Y.L. Lee and N. Hing, "Measuring Quality in Restaurant Operations: An Application of the SERVQUAL Instrument," International Journal of Hospitality Management, Vol. 14, No. 3/4 (1995), pp. 293-310.
21. 18 N. Johns and P. Tyas, "Use of Service-quality Gap Theory to Differentiate between Food-service Outlets," Service Industries Journal, Vol. 16, No. 3 (1996), pp. 321-346.
22. 19 See: Zeithaml, Berry, and Parasuraman, pp. 1-12.
23. 20 J.C. Nunnally, Psychometric Theory (New York: McGraw-Hill, 1967).
24. 21 G.A. Churchill, Jr., "A Paradigm for Developing Better Measures of Marketing Constructs," Journal of Marketing Research, Vol. 14 (1979), pp. 64-73.
25. 22 Stevens, Knutson, and Patton, pp. 56-60.
26. 23 Stevens, Knutson, and Patton, pp. 56-60.
27. 24 Bernstein, pp. 28-30.
28. 25 Berry and Parasuraman, op cit.
29. 26 Stevens, Knutson, and Patton, pp. 56-60.
30. 27 V.C.S. Heung and M.Y. Wong, "Hotel Service Quality in Hong Kong: A Study of Tourists' Expectations," Journal of Vacation Marketing, Vol. 3, No. 3 (1997), pp. 264-271.