메뉴 건너뛰기




Volumn 24, Issue 3, 2004, Pages 82-100

Measuring service quality of travel agents: Evidence from northern Cyprus

Author keywords

[No Author keywords available]

Indexed keywords

MEASUREMENT METHOD; SERVICE SECTOR; TOURISM;

EID: 3242667372     PISSN: 02642069     EISSN: None     Source Type: Journal    
DOI: 10.1080/0264206042000247777     Document Type: Article
Times cited : (74)

References (62)
  • 2
    • 0002082849 scopus 로고
    • An assessment of theoretical and methodological developments in international marketing
    • Aulakh, P.S. and M. Kotabe, 1993, 'An Assessment of Theoretical and Methodological Developments in International Marketing', Journal of International Marketing Vol.1, No.2, pp.5-28.
    • (1993) Journal of International Marketing , vol.1 , Issue.2 , pp. 5-28
    • Aulakh, P.S.1    Kotabe, M.2
  • 3
    • 33746796961 scopus 로고
    • An empirical assessment of the SERVQUAL scale
    • Babakus, E. and G.W. Boller, 1992, 'An Empirical Assessment of the SERVQUAL Scale', Journal of Business Research, Vol.24, No.3, pp.253-68.
    • (1992) Journal of Business Research , vol.24 , Issue.3 , pp. 253-268
    • Babakus, E.1    Boller, G.W.2
  • 4
    • 0026582543 scopus 로고
    • Adapting the SERVQUAL scale to hospital services: An empirical investigation
    • Babakus, E. and W.G. Mangold, 1992, 'Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation. Health Services Research, Vol.26, No.6, pp.767-86.
    • (1992) Health Services Research , vol.26 , Issue.6 , pp. 767-786
    • Babakus, E.1    Mangold, W.G.2
  • 5
    • 33746834354 scopus 로고
    • Measuring perceived service quality within the Airline Catering Service Industry
    • D.W. Cravens and P.R. Dickson (eds), Chicago, IL: American Marketing Association
    • Babakus, E., D.L. Pedrick and A. Richardson, 1993, 'Measuring Perceived Service Quality within the Airline Catering Service Industry', in D.W. Cravens and P.R. Dickson (eds), Enhancing Knowledge Development in Marketing, Vol: 4, Chicago, IL: American Marketing Association, pp.73-4.
    • (1993) Enhancing Knowledge Development in Marketing , vol.4 , pp. 73-74
    • Babakus, E.1    Pedrick, D.L.2    Richardson, A.3
  • 6
    • 0000725634 scopus 로고
    • Evaluating structural equation model with unobservable variables and measurement error: A comment
    • Bagozzi, R.P., 1981, 'Evaluating Structural Equation Model with Unobservable Variables and Measurement Error: A Comment', Journal of Marketing Research, Vol. 18, No.3, pp.375-81.
    • (1981) Journal of Marketing Research , vol.18 , Issue.3 , pp. 375-381
    • Bagozzi, R.P.1
  • 7
    • 0001926055 scopus 로고
    • Servicescapes: The impact of physical surroundings on customers and employees
    • Bitner, M.J., 1992, 'Servicescapes: The Impact of Physical Surroundings on Customers and Employees.' Journal of Marketing, Vol.56, No.2, pp.57-71.
    • (1992) Journal of Marketing , vol.56 , Issue.2 , pp. 57-71
    • Bitner, M.J.1
  • 8
    • 84965535088 scopus 로고
    • Measuring service quality in restaurants: An application of the SERVQUAL instrument
    • Bojanic, D.C. and L.D. Rosen, 1994, 'Measuring Service Quality in Restaurants: An Application of the SERVQUAL Instrument', Hospitality Research Journal, Vol.18, No.1, pp.3-14.
    • (1994) Hospitality Research Journal , vol.18 , Issue.1 , pp. 3-14
    • Bojanic, D.C.1    Rosen, L.D.2
  • 9
    • 0000429475 scopus 로고
    • A multistage model of customers' assessments of service quality and value
    • Bolton, R.N. and J.H. Drew, 1991, 'A Multistage Model of Customers' Assessments of Service Quality and Value', Journal of Consumer Research, Vol.17, No.1, pp.375-84.
    • (1991) Journal of Consumer Research , vol.17 , Issue.1 , pp. 375-384
    • Bolton, R.N.1    Drew, J.H.2
  • 10
    • 0042916415 scopus 로고
    • A dynamic process model of service quality: From expectations to behavioral intentions
    • Boulding, W., A. Kalra, R. Staelin and V.A. Zeithaml, 1993, 'A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions', Journal of Marketing Research, Vol.30, No.1, pp.7-27.
    • (1993) Journal of Marketing Research , vol.30 , Issue.1 , pp. 7-27
    • Boulding, W.1    Kalra, A.2    Staelin, R.3    Zeithaml, V.A.4
  • 11
    • 36049023401 scopus 로고
    • Measuring service quality in the car service industry: Building and testing an instrument
    • Bouman, M. and T. van der Wiele, 1992, 'Measuring Service Quality in the Car Service Industry: Building and Testing an Instrument', International Journal of Service Industry Management, Vol.3, No.4, pp.4-16.
    • (1992) International Journal of Service Industry Management , vol.3 , Issue.4 , pp. 4-16
    • Bouman, M.1    van der Wiele, T.2
  • 12
    • 0026824741 scopus 로고
    • The empowerment of service workers: What, why, how, and when
    • Bowen, D.E. and E.E. Lawler, 1992, 'The Empowerment of Service Workers: What, Why, How, and When.' Sloan Management Review, Vol.33, No.3, pp.31-9.
    • (1992) Sloan Management Review , vol.33 , Issue.3 , pp. 31-39
    • Bowen, D.E.1    Lawler, E.E.2
  • 14
    • 27544444561 scopus 로고
    • Improving the measurement of service quality: Research note
    • Brown, T., J.G.A. Churchill, Jr and J.P. Peter, 1993, 'Improving the Measurement of Service Quality: Research Note. Journal of Retailing, Vol.69, No. 1, pp. 127-39.
    • (1993) Journal of Retailing , vol.69 , Issue.1 , pp. 127-139
    • Brown, T.1    Churchill Jr., J.G.A.2    Peter, J.P.3
  • 15
    • 85036372776 scopus 로고    scopus 로고
    • SERVQUAL: Review, critique, research agenda
    • Buttle, F., 1996, 'SERVQUAL: Review, Critique, Research Agenda', European Journal of Marketing, Vol.30, No.1, pp.8-32.
    • (1996) European Journal of Marketing , vol.30 , Issue.1 , pp. 8-32
    • Buttle, F.1
  • 16
    • 0000418556 scopus 로고
    • Expectations and norms in models of consumer satisfaction
    • Cadotte, E.R., R.B. Woodruff, and R.L. Jenkins, 1987, 'Expectations and Norms in Models of Consumer Satisfaction', Journal of Marketing, Vol.24, No.3, pp.305-14.
    • (1987) Journal of Marketing , vol.24 , Issue.3 , pp. 305-314
    • Cadotte, E.R.1    Woodruff, R.B.2    Jenkins, R.L.3
  • 17
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carman, J.M., 1990, 'Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions', Journal of Retailing, Vol.66, No. 1, pp.33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.1 , pp. 33-55
    • Carman, J.M.1
  • 18
    • 0001878819 scopus 로고
    • A paradigm for developing better measures of marketing constructs
    • Churchill, G.A., Jr, 1979, 'A Paradigm for Developing Better Measures of Marketing Constructs', Journal of Marketing Research, Vol.16, No.1, pp.64-73.
    • (1979) Journal of Marketing Research , vol.16 , Issue.1 , pp. 64-73
    • Churchill Jr., G.A.1
  • 19
    • 0007744069 scopus 로고
    • SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
    • Cronin, J.J. and S.A. Taylor, 1994, 'SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality', Journal of Marketing, Vol.58, No.1, pp.125-31.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 125-131
    • Cronin, J.J.1    Taylor, S.A.2
  • 20
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J.J. and S.A. Taylor, 1992, 'Measuring Service Quality: A Reexamination and Extension', Journal of Marketing, Vol.56, No. 1, pp.55-68.
    • (1992) Journal of Marketing , vol.56 , Issue.1 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 21
    • 3242687203 scopus 로고    scopus 로고
    • Cyprus Turkish Tourism and Travel Agents' Association, Lefkosa, Northern Cyprus: Cyprus Turkish Tourism and Travel Agents' Association
    • Cyprus Turkish Tourism and Travel Agents' Association, 2001, Membership Roster, Lefkosa, Northern Cyprus: Cyprus Turkish Tourism and Travel Agents' Association.
    • (2001) Membership Roster
  • 22
    • 84970092746 scopus 로고
    • Measuring service quality in the travel and tourism industry
    • Fick, G.R. and J.R.B. Ritchie, 1991, 'Measuring Service Quality in the Travel and Tourism Industry', Journal of Travel Research, Vol.30, No.2, pp.2-9.
    • (1991) Journal of Travel Research , vol.30 , Issue.2 , pp. 2-9
    • Fick, G.R.1    Ritchie, J.R.B.2
  • 23
    • 0001649133 scopus 로고
    • An evaluation of the SERVQUAL scales in a retailing setting
    • R.H. Holman and M.R. Solomon (eds), Provo, UT: Association for Consumer Research
    • Finn, D.W. and C.W. Lamb, Jr, 1991, 'An Evaluation of the SERVQUAL Scales in a Retailing Setting', in R.H. Holman and M.R. Solomon (eds), Advances in Consumer Research, Vol: 18, Provo, UT: Association for Consumer Research,, pp.483-90.
    • (1991) Advances in Consumer Research , vol.18 , pp. 483-490
    • Finn, D.W.1    Lamb Jr., C.W.2
  • 24
    • 0001864486 scopus 로고
    • Measuring the perceived quality of professional business services
    • Freeman, K.D. and J. Dart, 1993, 'Measuring the Perceived Quality of Professional Business Services',. Journal of Professional Services Marketing, Vol.9, No.1, pp.27-47.
    • (1993) Journal of Professional Services Marketing , vol.9 , Issue.1 , pp. 27-47
    • Freeman, K.D.1    Dart, J.2
  • 25
    • 0027729951 scopus 로고
    • Measuring service quality and its relationship to future consumer behavior
    • Headley, D.E. and S.J. Miller, 1993, 'Measuring Service Quality and its Relationship to Future Consumer Behavior', Journal of Health Care Marketing, Vol.13, No.4, pp.32-41.
    • (1993) Journal of Health Care Marketing , vol.13 , Issue.4 , pp. 32-41
    • Headley, D.E.1    Miller, S.J.2
  • 26
    • 0002538329 scopus 로고
    • Consumer Research: How valid and useful are all our consumer behavior research findings? A state of the art review
    • Jacoby, J., 1978, 'Consumer Research: How Valid and Useful Are all our Consumer Behavior Research Findings? A State of the Art Review', Journal of Marketing, Vol.42, No.2, pp.87-96.
    • (1978) Journal of Marketing , vol.42 , Issue.2 , pp. 87-96
    • Jacoby, J.1
  • 27
    • 3242713312 scopus 로고
    • Managing quality
    • P. Jones and P. Merricks (eds), London: Cassell
    • Johns, N., 1994, 'Managing Quality', in P. Jones and P. Merricks (eds), The Management of Foodservice Operations, London: Cassell, pp.245-61.
    • (1994) The Management of Foodservice Operations , pp. 245-261
    • Johns, N.1
  • 28
    • 0001340575 scopus 로고    scopus 로고
    • Use of service quality gap theory to differentiate between foodservice outlets
    • Johns, N. and P. Tyas, 1996, 'Use of Service Quality Gap Theory to Differentiate Between Foodservice Outlets', Service Industries Journal, Vol.16, No.3, pp.321-46.
    • (1996) Service Industries Journal , vol.16 , Issue.3 , pp. 321-346
    • Johns, N.1    Tyas, P.2
  • 29
    • 0000842607 scopus 로고    scopus 로고
    • Customer perceptions of service operations: Gestalt, incident or mythology
    • Johns, N. and P. Tyas, 1997, 'Customer Perceptions of Service Operations: Gestalt, Incident or Mythology', Service Industries Journal, Vol. 17, No.3, pp.474-88.
    • (1997) Service Industries Journal , vol.17 , Issue.3 , pp. 474-488
    • Johns, N.1    Tyas, P.2
  • 32
    • 0038217311 scopus 로고    scopus 로고
    • Service quality of travel agents: The case of travel agents in Hong Kong
    • Lam, T. and H.Q. Zhang, 1999, 'Service Quality of Travel Agents: The Case of Travel Agents in Hong Kong', Tourism Management, Vol.20, No.3, pp.341-9.
    • (1999) Tourism Management , vol.20 , Issue.3 , pp. 341-349
    • Lam, T.1    Zhang, H.Q.2
  • 34
    • 84986082101 scopus 로고    scopus 로고
    • An examination of the role of marketing culture in service quality
    • Luk, S.T.K., 1997, 'An Examination of the Role of Marketing Culture in Service Quality', International Journal of Contemporary Hospitality Management, Vol.9, No.1, pp.13-20.
    • (1997) International Journal of Contemporary Hospitality Management , vol.9 , Issue.1 , pp. 13-20
    • Luk, S.T.K.1
  • 36
    • 84986085936 scopus 로고    scopus 로고
    • Measurement in a cross-cultural environment: Survey translation issues
    • McGorry, S.Y., 2000, 'Measurement in a Cross-Cultural Environment: Survey Translation Issues', Qualitative Market Research: An International Journal, Vol.3, No.2, pp.74-81.
    • (2000) Qualitative Market Research: An International Journal , vol.3 , Issue.2 , pp. 74-81
    • McGorry, S.Y.1
  • 37
    • 84986107453 scopus 로고    scopus 로고
    • Analysing service quality in the hospitality industry
    • Mei, A.W.O., A.M. Dean and C.J. White, 1999, 'Analysing Service Quality in the Hospitality Industry', Managing Service Quality, Vol.9, No.2, pp.136-43.
    • (1999) Managing Service Quality , vol.9 , Issue.2 , pp. 136-143
    • Mei, A.W.O.1    Dean, A.M.2    White, C.J.3
  • 38
    • 0001734410 scopus 로고    scopus 로고
    • The dimensions of service quality: The original European perspective revisited
    • Mels, G., C. Boshoff and D. Nel, 1997, 'The Dimensions of Service Quality: The Original European Perspective Revisited', The Services Industries Journal, Vol. 17, No. 1, pp.173-89.
    • (1997) The Services Industries Journal , vol.17 , Issue.1 , pp. 173-189
    • Mels, G.1    Boshoff, C.2    Nel, D.3
  • 40
    • 0002567270 scopus 로고    scopus 로고
    • Customer satisfaction and service quality: A critical review of the literature and research implications for hospitality research
    • Oh, H. and S.C. Parks, 1997, 'Customer Satisfaction and Service Quality: A Critical Review of the Literature and Research Implications for Hospitality Research', Hospitality Research Journal, Vol.20, No.2, pp.35-64.
    • (1997) Hospitality Research Journal , vol.20 , Issue.2 , pp. 35-64
    • Oh, H.1    Parks, S.C.2
  • 41
    • 0041337174 scopus 로고
    • The factor structure of satisfaction and related post-purchase measures
    • R.L. Day and H.K. Hunt (eds), Bloomington: School of Business, Indiana University
    • Oliver, R.L. and R.A. Westbrook, 1982, 'The Factor Structure of Satisfaction and Related Post-purchase Measures', in R.L. Day and H.K. Hunt (eds), New Findings in Consumer Satisfaction and Complaining Behavior, Bloomington: School of Business, Indiana University, pp.11-14
    • (1982) New Findings in Consumer Satisfaction and Complaining Behavior , pp. 11-14
    • Oliver, R.L.1    Westbrook, R.A.2
  • 42
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L., 1980, 'A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions', Journal of Marketing Research, Vol. 17, No.4, pp.460-69.
    • (1980) Journal of Marketing Research , vol.17 , Issue.4 , pp. 460-469
    • Oliver, R.L.1
  • 43
    • 0002757343 scopus 로고
    • Measurement and evaluation of satisfaction processes in retail settings
    • Oliver, R.L., 1981, 'Measurement and Evaluation of Satisfaction Processes in Retail Settings', Journal of Retailing, Vol.57, No.2, pp.25-48.
    • (1981) Journal of Retailing , vol.57 , Issue.2 , pp. 25-48
    • Oliver, R.L.1
  • 44
    • 0001261094 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • Parasuraman, A., L.L. Berry and V.A. Zeithaml, 1991, 'Refinement and Reassessment of the SERVQUAL Scale' Journal of Retailing, Vol.67, No.4, pp.420-50.
    • (1991) Journal of Retailing , vol.67 , Issue.4 , pp. 420-450
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 46
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1988, 'SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality', Journal of Retailing, Vol.4, No.1, pp.12-37.
    • (1988) Journal of Retailing , vol.4 , Issue.1 , pp. 12-37
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 47
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., V.A. Zeithaml and L.L. Berry 1985, 'A Conceptual Model of Service Quality and its Implications for Future Research', Journal of Marketing, Vol.49, No., pp.41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 49
    • 1642549773 scopus 로고
    • Service quality attributes and choice behavior
    • Richard, M.D. and A.W. Allaway, 1993, 'Service Quality Attributes and Choice Behavior', Journal of Service Marketing, Vol.7, No. 1, pp.59-68.
    • (1993) Journal of Service Marketing , vol.7 , Issue.1 , pp. 59-68
    • Richard, M.D.1    Allaway, A.W.2
  • 50
    • 0002172994 scopus 로고    scopus 로고
    • Do travel agencies measure up to customer expectations? An empirical investigation of travel agencies' service quality as measured by SERVQUAL
    • Ryan, C. and A. Cliff, 1997, 'Do Travel Agencies Measure Up to Customer Expectations? An Empirical Investigation of Travel Agencies' Service Quality as Measured by SERVQUAL', Journal of Travel and Tourism Marketing, Vol.6, No.2, pp.1-31.
    • (1997) Journal of Travel and Tourism Marketing , vol.6 , Issue.2 , pp. 1-31
    • Ryan, C.1    Cliff, A.2
  • 51
    • 84953021221 scopus 로고
    • Analysing service quality in the hospitality industry using the SERVQUAL model
    • Saleh, F. and C. Ryan, 1991, 'Analysing Service Quality in the Hospitality Industry using the SERVQUAL Model', Services Industries Journal, Vol. 11, No.3, pp.324-43.
    • (1991) Services Industries Journal , vol.11 , Issue.3 , pp. 324-343
    • Saleh, F.1    Ryan, C.2
  • 52
    • 0000932434 scopus 로고
    • The SOCO Scale: A measure of the customer orientation of salespeople
    • Saxe, R. and B.A. Weitz, 1982, 'The SOCO Scale: A Measure of the Customer Orientation of Salespeople', Journal of Marketing Research, Vol.19, No.3, pp.343-51.
    • (1982) Journal of Marketing Research , vol.19 , Issue.3 , pp. 343-351
    • Saxe, R.1    Weitz, B.A.2
  • 53
    • 0003186215 scopus 로고
    • An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction
    • D.W. Cravens and P.R. Dickson (eds), Chicago: American Marketing Association
    • Spreng, R.A. and A.K. Singh, 1993, 'An Empirical Assessment of the SERVQUAL Scale and the Relationship between Service Quality and Satisfaction', in D.W. Cravens and P.R. Dickson (eds), Enhancing Knowledge Development in Marketing, Vol.4, Chicago: American Marketing Association, pp.1-6.
    • (1993) Enhancing Knowledge Development in Marketing , vol.4 , pp. 1-6
    • Spreng, R.A.1    Singh, A.K.2
  • 55
    • 84986146041 scopus 로고    scopus 로고
    • International Service Variants: Airline Passenger expectations and perceptions of service quality
    • Sultan, F. and M.C. Simpson, Jr, 2000, 'International Service Variants: Airline Passenger Expectations and Perceptions of Service Quality', Journal of Services Marketing, Vol. 14, No.3, pp.188-216.
    • (2000) Journal of Services Marketing , vol.14 , Issue.3 , pp. 188-216
    • Sultan, F.1    Simpson Jr., M.C.2
  • 56
    • 0345892173 scopus 로고
    • Consumer satisfaction research and theory: Current status and future directions
    • R.H. Day and H.K. Hunt (eds), Bloomington: School of Business, Indiana University
    • Swan, J., 1983, 'Consumer Satisfaction Research and Theory: Current Status and Future Directions', in R.H. Day and H.K. Hunt (eds), International Fare in Consumer Satisfaction and Complaining Behavior, Bloomington: School of Business, Indiana University, pp.124-9.
    • (1983) International Fare in Consumer Satisfaction and Complaining Behavior , pp. 124-129
    • Swan, J.1
  • 58
    • 17244375174 scopus 로고
    • Expectations, performance evaluation, and consumers' perceptions of quality
    • Teas, R. K., 1993, 'Expectations, Performance Evaluation, and Consumers' Perceptions of Quality', Journal of Marketing, Vol.57, No.4, pp.18-34.
    • (1993) Journal of Marketing , vol.57 , Issue.4 , pp. 18-34
    • Teas, R.K.1
  • 60
    • 0000379989 scopus 로고    scopus 로고
    • Measuring Information Systems: Service quality: Concerns on the use of the SERVQUAL questionnaire
    • June
    • Van Dyke, T.P., L.A. Kappelman and V.R. Prybutok, 1997, 'Measuring Information Systems: Service Quality: Concerns on the Use of the SERVQUAL Questionnaire', MIS Quarterly June, pp.195-208.
    • (1997) MIS Quarterly , pp. 195-208
    • Van Dyke, T.P.1    Kappelman, L.A.2    Prybutok, V.R.3
  • 61
    • 3543142974 scopus 로고
    • An experimental investigation of halo effects in satisfaction measures of service attributes
    • Wirtz J. and J.E.G. Bateson, 1995, 'An Experimental Investigation of Halo Effects in Satisfaction Measures of Service Attributes', International Journal of Service Industry Management, Vol.6, No.3, pp.84-102.
    • (1995) International Journal of Service Industry Management , vol.6 , Issue.3 , pp. 84-102
    • Wirtz, J.1    Bateson, J.E.G.2
  • 62
    • 0002472115 scopus 로고
    • A critical review of consumer satisfaction
    • V.A. Zeithaml (ed.), Chicago: American Marketing Association
    • Yi, Y., 1990, 'A Critical Review of Consumer Satisfaction', In: V.A. Zeithaml (ed.), Review of Marketing, Vol.4, Chicago: American Marketing Association, pp.68-123.
    • (1990) Review of Marketing , vol.4 , pp. 68-123
    • Yi, Y.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.