SERVQUAL reliability and validity in travel agencies

Annals of Tourism Research

Volumn 30, Issue 1, 2003, Pages 258-262

  Bigne J E ^a   Martinez C ^a   Miquel, M J ^a   Andreu, L ^a  

^a UNIVERSITY OF VALENCIA   (Spain)

Author keywords

[No Author keywords available]

Indexed keywords

INDUSTRIAL PERFORMANCE; TOURISM;

EID: 0037264037     PISSN: 01607383     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0160-7383(01)00090-1     Document Type: Article

References (6)

1. Bigné, J., C. Camisón, C. Martínez, M. Miquel, and A. Belloch 1996 Las Agencias de Viajes: Factores de Calidad e Implicaciones de Marketing. In. V Congreso Nacional de Economía. Economía del Turismo, Vol. 6, pp. 189-210. Las Palmas de Gran Canaria, Spain: Economía del Turismo.
2. Bigné, J., C. Martínez, and M. Miquel 1997 The Influence of Motivation, Experience and Satisfaction on the Quality of Service of Travel Agencies. In Managing Service Quality, Vol. III, P. Kunst and J. Lemmink, eds. pp. 53-70. London: Chapman.
3. Bigné, J., C. Martínez, M. Miquel, and A. Belloch 1995 La Calidad Percibida: Una Aproximación a las agencias de viajes. Revista Europea de Dirección y Economía de la Empresa 5(2):7-18.
4. Cliff, A., and C. Ryan 1997 Vital Encounters: When Tourist Contact Travel Agents. In The Tourist Experience. A New Introduction, C. Ryan, ed., pp. 73-91. London: Cassell.
5. Parasuraman, A., L. Berry, and V. Zeithaml 1991 Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing 67(4):420-450.
6. Parasuraman, A., V. Zeithaml, and L. Berry 1985 A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing 49(4):41-50.