SERVQUAL and the Northern Ireland hotel sector: A comparative analysis - part 1

Managing Service Quality: An International Journal

Volumn 6, Issue 6, 1996, Pages 25-32

  Gabbie, Olive ^a   O’Neill, Martin A ^a  

^a UNIVERSITY OF ULSTER   (United Kingdom)

Author keywords

Customer satisfaction; Hospitality industry; Northern Ireland; Tourism

Indexed keywords

EID: 25444523308     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529610149194     Document Type: Article

References (11)

1. O'Neill, M.A. and Fitz, F., “Tourism in Northern Ireland: where to now?”, Tourism Management, Vol. 17 No. 3, 1996.
2. Northern Ireland Tourist Board (NITB), “News brief”, February 1996.
3. Horwath Consulting, Review of the Quality and Supply of Tourist Accommodation in Northern Ireland, Horwath International, a division of Stoy Hayward, Belfast, Northern Ireland, 1991.
4. O'Gorman, E., “The tourist trail - Northern Ireland's Cinderella industry”, Northern Ireland Business Review, Vol. 1 No. 5, October 1992, pp. 28-33.
5. O'Neill, M.A., “Investing in people: a perspective from Northern Ireland tourism - part 1”, Managing Service Quality, Vol. 6 No. 4, 1996, pp. 36-40.
6. O'Neill, M.A. and McKenna, M.A., “Northern Ireland tourism: a quality perspective”, Managing Service Quality, Vol. 4 No. 2, 1994, pp. 31-5.
7. Tourism and Hospitality Training Council (NI), Current and Future Manpower Needs Survey, Belfast, Northern Ireland, August 1994.
8. Tourism and Hospitality Training Council (NI), Tourism Training Plan 1995-2000, Belfast, Northern Ireland, 1995.
9. Zeithaml, V.A., Parasuraman, A. and Berry, L.L., Delivering Quality Service - Balancing Customers’ Perceptions and Expectations, The Free Press, New York, NY, 1990.
10. Brown, S.W. and Bond, E.U. III, “The internal/external framework and service quality: toward theory in services marketing”, Journal of Marketing Management, February 1995, pp. 25-39.
11. Fick, G.R. and Ritchie, B., “Measuring service quality in the travel and tourism industry”, Journal of Travel Research, Fall 1991, pp. 2-9.