Service quality evaluation at events through service mapping

Journal of Travel Research

Volumn 39, Issue 4, 2001, Pages 380-390

  Getz, Donald ^a   O'Neill, Martin ^b   Carlsen, Jack ^b  

^a UNIVERSITY OF CALGARY   (Canada)

^b EDITH COWAN UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

MAPPING; SERVICE PROVISION;

EID: 0035709671     PISSN: 00472875     EISSN: None     Source Type: Journal    
DOI: 10.1177/004728750103900404     Document Type: Article

References (31)

1. An empirical assessment of the SERVQUAL scale
2. A critical incident approach to examining the effects of service failures on customer relationships: The case of swedish and US Airlines
3. Improving service quality in America: Lessons learned
4. Managing the evidence of service
5. A longitudinal analysis of the impact of service changes on consumer attitudes
6. Improving the measurement of service quality
7. Consumer perceptions of service quality: An assessment of SERVQUAL dimensions
8. The predictive validity of alternative approaches to evaluating quality of a festival
9. Measuring service quality: A reexamination and extension
10. Enabling is as important as empowering: A case for extended service blueprinting
11. Information sharing among festival managers
12. The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration
13. Norm theory: Comparing reality to its alternatives
14. Blueprinting for the bottom line
15. A conceptualization of the relative roles of festival attributes in determining perceptions of overall festival quality
16. A cognitive model of the antecedents and consequences of satisfaction decisions
17. Research note: More on improving service quality measurement
18. Unobtrusive observational measures as a qualitative extension of visitor surveys at festivals and events: Mass observation revisited
19. Customer service mapping: How to make customer satisfaction research deliver actionable results to managers
20. How to design a service
21. The impact of consumer involvement on the consumers' perception of service quality - Focusing on the Korean Hotel industry