메뉴 건너뛰기




Volumn 22, Issue 2, 2010, Pages 160-173

Customer perceptions of service quality in luxury hotels in New Delhi, India: An exploratory study

Author keywords

Customer satisfaction; Customer services quality; Hotels; India

Indexed keywords


EID: 77449146237     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596111011018160     Document Type: Article
Times cited : (165)

References (29)
  • 1
    • 0003632150 scopus 로고    scopus 로고
    • Ministry of Tourism, Government of India, New Delhi, ACNielson ORG-MARG
    • ACNielson ORG_MARG (2008), Final Report, Ministry of Tourism, Government of India, New Delhi.
    • (2008) Final Report
  • 2
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction, and behavioral intentions
    • Baker, D. and Crompton, J. (2000), "Quality, satisfaction, and behavioral intentions" in Annals of Tourism Research, Vol. 27, pp. 785-804.
    • (2000) Annals of Tourism Research , vol.27 , pp. 785-804
    • Baker, D.1    Crompton, J.2
  • 4
    • 33947572510 scopus 로고    scopus 로고
    • Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector
    • Briggs, S., Sutherland, J. and Drummond, S. (2007), "Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector" in Tourism Management, Vol. 28, No. 4, pp. 1006-19.
    • (2007) Tourism Management , vol.28 , Issue.4 , pp. 1006-1019
    • Briggs, S.1    Sutherland, J.2    Drummond, S.3
  • 7
    • 84953395139 scopus 로고    scopus 로고
    • Lodging quality index: Assessing customers' perceptions of quality delivery
    • Getty, J.M. and Getty, R.L. (2003), "Lodging quality index: assessing customers' perceptions of quality delivery" in International Journal of Contemporary Hospitality Management, Vol. 15, No. 2, pp. 94-104.
    • (2003) International Journal of Contemporary Hospitality Management , vol.15 , Issue.2 , pp. 94-104
    • Getty, J.M.1    Getty, R.L.2
  • 11
    • 84986031883 scopus 로고    scopus 로고
    • The challenges of implementing quality in the Irish hotel industry
    • Keating, M. and Harrington, D. (2003), "The challenges of implementing quality in the Irish hotel industry" in Journal of European Industrial Training., Vol. 27, No. 9, pp. 441-53.
    • (2003) Journal of European Industrial Training. , vol.27 , Issue.9 , pp. 441-453
    • Keating, M.1    Harrington, D.2
  • 12
    • 0041293834 scopus 로고    scopus 로고
    • A New Zealand investigation into the factors influencing consumers' selection of business hotel accommodation
    • Lockyer, T. (2000), "A New Zealand investigation into the factors influencing consumers' selection of business hotel accommodation" in Australian Journal of Hospitality Management, Vol. 7, No. 2, pp. 11-20.
    • (2000) Australian Journal of Hospitality Management , vol.7 , Issue.2 , pp. 11-20
    • Lockyer, T.1
  • 13
    • 84986144810 scopus 로고    scopus 로고
    • Business guest accommodation selection: The view from both sides
    • Lockyer, T. (2002), "Business guest accommodation selection: the view from both sides" in International Journal of Contemporary Hospitality Management, Vol. 14, No. 6, pp. 294-300.
    • (2002) International Journal of Contemporary Hospitality Management , vol.14 , Issue.6 , pp. 294-300
    • Lockyer, T.1
  • 14
    • 0041513014 scopus 로고    scopus 로고
    • Hotel cleanliness: How do guests view it? Let's get specific
    • Lockyer, T. (2003), "Hotel cleanliness: how do guests view it? Let's get specific" in The International Journal of Hospitality Management, Vol. 22, No. 3, pp. 297-305.
    • (2003) The International Journal of Hospitality Management , vol.22 , Issue.3 , pp. 297-305
    • Lockyer, T.1
  • 16
    • 10644259699 scopus 로고    scopus 로고
    • The perceived importance of price as one hotel selection dimension
    • Lockyer, T. (2005b), "The perceived importance of price as one hotel selection dimension" in Tourism Management, Vol. 26, No. 5, pp. 529-37.
    • (2005) Tourism Management , vol.26 , Issue.5 , pp. 529-537
    • Lockyer, T.1
  • 17
    • 84986180690 scopus 로고    scopus 로고
    • Perceptions, corrections, and defections: Implications for service recovery in the restaurant industry
    • Mack, R., Mueller, R., Crotts, J. and Broderick, A. (2000), "Perceptions, corrections, and defections: implications for service recovery in the restaurant industry" in Managing Service Quality, Vol. 10, No. 6, pp. 339-46.
    • (2000) Managing Service Quality , vol.10 , Issue.6 , pp. 339-346
    • Mack, R.1    Mueller, R.2    Crotts, J.3    Broderick, A.4
  • 18
    • 77449128286 scopus 로고    scopus 로고
    • Department of Tourism, Government of India, New Delhi, Ministry of Tourism
    • Ministry of Tourism (2004), A Market Pulse Report, Department of Tourism, Government of India, New Delhi.
    • (2004) A Market Pulse Report
  • 19
    • 20344370272 scopus 로고    scopus 로고
    • Service quality assessment of restaurants in Darwin, NT Australia
    • Mohsin, A. (2003), "Service quality assessment of restaurants in Darwin, NT Australia" in Journal of Hospitality and Tourism Management, Vol. 10, No. 1, pp. 23-34.
    • (2003) Journal of Hospitality and Tourism Management , vol.10 , Issue.1 , pp. 23-34
    • Mohsin, A.1
  • 20
    • 34249781925 scopus 로고    scopus 로고
    • Service quality assessment of 4-star hotels in Darwin, Northern Territory
    • Mohsin, A. and Ryan, C. (2005), "Service quality assessment of 4-star hotels in Darwin, Northern Territory" in Australia Journal of Hospitality and Tourism Management, Vol. 12, No. 1, pp. 25-36.
    • (2005) Australia Journal of Hospitality and Tourism Management , vol.12 , Issue.1 , pp. 25-36
    • Mohsin, A.1    Ryan, C.2
  • 21
    • 3543042957 scopus 로고
    • Service quality in the Northern Ireland hospitality industry
    • O'Neil, M., Watson, H. and McKenna, M. (1994), "Service quality in the Northern Ireland hospitality industry" in Managing Service Quality, Vol. 4, No. 3, pp. 36-40.
    • (1994) Managing Service Quality , vol.4 , Issue.3 , pp. 36-40
    • O'Neil, M.1    Watson, H.2    McKenna, M.3
  • 25
    • 34249825719 scopus 로고    scopus 로고
    • Developing a visitor satisfaction monitoring methodology: Quality gaps, crowding and some results
    • Ryan, C. and Cessford, G. (2004), "Developing a visitor satisfaction monitoring methodology: quality gaps, crowding and some results" in Current Issues in Tourism, Vol. 7, No. 1, pp. 1-50.
    • (2004) Current Issues in Tourism , vol.7 , Issue.1 , pp. 1-50
    • Ryan, C.1    Cessford, G.2
  • 26
    • 84936823564 scopus 로고
    • The theory of reasoned action: A meta-analysis of past research with recommendations for modifications and future research
    • Sheppard, B.H., Hartwick, J. and Warshaw, P.R. (1988), "The theory of reasoned action: a meta-analysis of past research with recommendations for modifications and future research" in Journal of Consumer Research, Vol. 15, pp. 325-43.
    • (1988) Journal of Consumer Research , vol.15 , pp. 325-343
    • Sheppard, B.H.1    Hartwick, J.2    Warshaw, P.R.3
  • 27
    • 2442558229 scopus 로고    scopus 로고
    • Culture and evaluation of service quality - a study of the service quality gaps in a Taiwanese setting
    • Tsai, M., Ryan, C. and Lockyer, T. (2002), "Culture and evaluation of service quality - a study of the service quality gaps in a Taiwanese setting" in Asia Pacific Journal of Tourism Research, Vol. 7, No. 2, pp. 8-18.
    • (2002) Asia Pacific Journal of Tourism Research , vol.7 , Issue.2 , pp. 8-18
    • Tsai, M.1    Ryan, C.2    Lockyer, T.3
  • 28
    • 84986131179 scopus 로고    scopus 로고
    • Service quality in China's hotel industry: A perspective from tourists and hotel managers
    • Tsang, N. and Qu, H. (2000), "Service quality in China's hotel industry: a perspective from tourists and hotel managers" in International Journal of Contemporary Hospitality Management, Vol. 12, No. 5, pp. 316-26.
    • (2000) International Journal of Contemporary Hospitality Management , vol.12 , Issue.5 , pp. 316-326
    • Tsang, N.1    Qu, H.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.