The 'big easy or the hard ask': A case study of service quality in New Orleans hotels

Journal of Hospitality and Leisure Marketing

Volumn 13, Issue 3-4, 2006, Pages 183-205

  Chacko, Harsha ^a   Davidson, Michael ^b   Green, Yvette ^a  

^a UNIVERSITY OF NEW ORLEANS   (United States)

^b GRIFFITH UNIVERSITY   (Australia)

Author keywords

Hotels; New Orleans; Service quality

Indexed keywords

EID: 33746644749     PISSN: 10507051     EISSN: 15410897     Source Type: Journal    
DOI: 10.1300/J150v13n03_10     Document Type: Article

References (40)

1. American Customer Satisfaction Index, University of Michigan (2002). http://www.theacsi.org/model.htm.
2. American Hotel and Lodging Association (2002). Hotel guests were as satisfied. Lodging News, 6(16), p.1.
3. Altinay, L., Altinay, M., & Bicak, H.A. (2002). Political scenarios: The future of the North Cyprus tourism industry. International Journal of Contemporary Hospitality Management, 14(4).
4. Beck, J., & Miao, L. (2003). Mystery Shopping in Lodging Properties as a Measurement of Service Quality. Journal of Quality Assurance in Hospitality & Tourism, 4(1/2).
5. Bernard, H.R. (1994). Research methods in Anthropology: Qualitative and Quantitative Approaches, 2nd Ed. Walnut Creek, CA: AltaMira Press.
6. Berry, L.L., Parasuraman, A. and Zeithaml, V.A. (1994). Improving Service Quality in American. Academy of Management Executive, 8(2).
7. Chacko, H., & Nebel, E.C. (1990). Qualitative Research: Its time has come. Hospitality Research Journal, 14(2), 383-391.
8. Cole, R.E., Bacayon, P., & White, J.B. (1993). Quality, participation and competitiveness. California Management Review, Spring, 68-81.
9. Davidson, M.C.G., Manning, M., Timo, N. & Ryder P. (2001). Dimensions of Organizational Climate in Four and Five Star Australian Hotels. Journal of Hospitality and Tourism Research. 25(4), 444-461.
10. Davidson, M.C.G. (2003a). Does organizational climate add to service quality in hotel? International Journal of Contemporary Hospitality Management, 15(4), 206-213.
11. Davidson, M.C.G. (2003b). An Integrated Approach to Service Quality in Hotels. Journal of Quality Assurance in Hospitality and Tourism, 4(1/2), 71-85.
12. DeVeau, L.T., DeVeau, P.M. & Downey, J.F. (1996). Earn Good Marks. Lodging, April, 77-80.
13. Dietz, J., Pugh, S.D., & Wiley, J.W. (2004). Service Climate Effects on Customer Attitudes: An Examination of Boundary Conditions. Academy of Management Journal, 47(1), 81-92.
14. Eisenberg, R., Huntington, R., Hutchinson, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology. Vol. 71.
15. Ekinci, Y., & Riley, M. (1998). A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: Time to move the goal posts? International Journal of Hospitality Management, 17, 349-362.
16. Gehani, R.R. (1993). Quality value-chain: Meta-synthesis of frontiers of quality movement. Academy of Management Executive, 7(2).
17. Gilbert, D., & Horsnell, S. (1998). Customer Satisfaction Measurement Practice in United Kingdom Hotels. Journal of Hospitality and Tourism Research, 22(4), 450-464.
18. Harris, K.J., Bojanic, D. & Cannon, D.E. (2003). Service Encounters and Service Bias: A Preliminary Investigation. Journal of Hospitality and Tourism Research, 27(3), 272-289.
19. Jones, O.T., & Sasser, E. Jr. (1995). Why satisfied customers defect? Harvard Business Review, 73, 88-99.
20. Kimes, S. (2001). How Product Quality Drives Profit. Cornell Hotel Restaurant Administration Quarterly, 42 (3).
21. Knutson, B., Stevens, P., Wullaert, C., and Yokoyoma, F. (1990). LODSERV: A service quality index for the lodging industry. Hospitality Research Journal, 14, 227-284.
22. Kordupleski, R.E., Rust, R.T. & Zahorik, A.J. (1993). Why improving quality doesn't improve quality (or Whatever happened to marketing)? California Management Review, Spring, 82-95.
23. Lovelock, C. (2001). A Retrospective Commentary on the Article "New Tools for Achieving Service Quality. Cornell Hotel Restaurant Administration Quarterly, 42 (4).
24. Liao. H., & Chuang, A. (2004). A Multilevel Investigation of factors Influencing Employee Service Performance and Customer Outcomes. Academy of Management Journal, 47(1), 41-58.
25. MacQueen, K.M., & McLellan. E. (2000). Codebook Development for Team-Based Qualitative Analysis. Cultural Anthropology Methods, 10 (2), 31-36.
26. Marshall, C. & Rossman, G. (1999). Designing qualitative research. Newbury Park, CA: Sage Publications.
27. Matovic, D., & McCleary, K. (2003). Marketing in the Next Decade: A Qualitative Study of the US Hotel Industry. Journal of Travel & Tourism Marketing. 14(2).
28. McCracken, G. (1988). The long interview. Newbury Park, CA: Sage Publications.
29. Meetings & Conventions (2002). 2002 Meetings Market Report.
30. Miles, M.B., & Huberman, A.M. (1994). Qualitative data analysis, 2nd Ed. Thousand Oaks, CA: Sage Publications.
31. Prasad, A., & Prasad, P. (2002). The coming of age of interpretive organizational research. Organizational Research Methods, 5(1), 4-11.
32. PriceWaterhouseCoopers (2004). Hospitality Directions-US Edition.
33. Schneider and Bowen (1980). The service organization-climate is crucial. Organizational Dynamics, 9, 52-65.
34. Schneider, B., & Bowen, D.E. (1985). Employee and customer perceptions of service in banks replication and extension. Journal of Applied Psychology, 70, 423-433.
35. Schneider, B., & Bowen, D.E. (1993). The service organization: Human resources management is crucial. Organizational. Dynamics, Spring, 39-52.
36. Schneider, B., Parkington, J.J., & Buxton, V.M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252-267.
37. Strauss, A., & Corbin, J. (1990). Basics of qualitative research. Newbury Park, CA: Sage Publications.
38. Trochim, W.M.K. (2001). Research Network Knowledge Base. 2nd Ed. Cincinnati, OH: Atomic Dog Publishing.
39. UNO Metropolitan Report (2003). Economic Indicators for the New Orleans Area. Division of Business and Economic Research, University of New Orleans.
40. UNO Hospitality Research Center (2003). New Orleans Visitor Profile, University of New Orleans.