The service imperative: Factors driving meeting effectiveness

Cornell Hotel and Restaurant Administration Quarterly

Volumn 44, Issue 5-6, 2003, Pages 17-26

  Hinkin, Timothy R ^a   Tracey, J Bruce ^b  

^a and Design   (United States)

^b Dept of Oper Mgmt/Human Resources ^*  (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0842290705     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0010-8804(03)90103-0     Document Type: Article

References (9)

1. This discussion is an assimilation based on research by H. Shams C. Hales Once More on ‘Goods’ and ‘Services’: A Way Out of the Conceptual Jungle Quarterly Review of Marketing Vol. 14 No. 3 Spring 1989 15
2. J. Cronin S. Taylor SERVPERF versus SERVQUAL: Reconciling Performance Based and Perceptions Minus Expectations Measurement of Service Quality Journal of Marketing Vol. 58 1994 125 131
3. J. Barsky R. Labagh A Strategy for Customer Satisfaction Cornell Hotel and Restaurant Administration Quarterly Vol. 33 No. 5 October 1992 32 40
4. C. Reeves D. Bednar R. Lawrence Back to the Beginning: What Do Customers Care about in Service Firms? Quality Management Journal Vol. 3 No. 1 1995 56 72
5. Attribution errors are discussed in detail in: E. Jones D. Kanouse H. Kelley R. Nisbet S. Valins B. Weiner Attribution: Perceiving the Causes of Behavior 1979 General Learning Press Morristown, NJ
6. Lewis Phillips Making Meetings Work: An Analysis of Corporate Meetings 1998 MPI Foundation Dallas
7. L.M. Renaghan M.Z. Kay What Meeting Planners Want: The Conjoint-Analysis Approach Cornell Hotel and Restaurant Administration Quarterly Vol. 28 No. 1 May 1987 67 76
8. A. Parasuraman L. Berry V. Zeithaml Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing Vol. 67 No. 4 1991 420 450
9. U. Oberoi C. Hales Assessing the Quality of the Conference Hotel Service Product: Towards an Empirically Based Model Service Industries Journal October 1990 700 721