-
1
-
-
67649430986
-
Analysis of health spa customers' expectations and perceptions: The case of Spanish establishments
-
Alén, M.E., Fraiz, J.A., & Rufín, R. (2006). Analysis of health spa customers' expectations and perceptions: the case of Spanish establishments. Revista de Estudos Politécnicos Polytechnical Studies Review, 3, 245-262.
-
(2006)
Revista de Estudos Politécnicos Polytechnical Studies Review
, vol.3
, pp. 245-262
-
-
Alén, M.E.1
Fraiz, J.A.2
Rufín, R.3
-
2
-
-
0011939750
-
Customer satisfaction, market share, and profitability: Findings from Sweden
-
Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing, 58, 53-66.
-
(1994)
Journal of Marketing
, vol.58
, pp. 53-66
-
-
Anderson, E.W.1
Fornell, C.2
Lehmann, D.R.3
-
4
-
-
0031229627
-
Customer voluntary performance: Customers as partners in service delivery
-
Bettencourt, L.A. (1997). Customer voluntary performance: customers as partners in service delivery. Journal of Retailing, 73, 383-406.
-
(1997)
Journal of Retailing
, vol.73
, pp. 383-406
-
-
Bettencourt, L.A.1
-
5
-
-
80051818440
-
Chi spa at the Shangri-la's, Sabah, Malaysia: It's philosophy and management concept 'journey of experiences'
-
In M. Smith & L. Puczko (Eds.), Oxford: Butterworth Heinemann
-
Chan, J.K.L. (2009). Chi spa at the Shangri-la's, Sabah, Malaysia: it's philosophy and management concept 'journey of experiences'. In M. Smith & L. Puczko (Eds.), Health and wellness tourism. Oxford: Butterworth Heinemann.
-
(2009)
Health and wellness tourism
-
-
Chan, J.K.L.1
-
7
-
-
84979729708
-
Wellness tourism: Measuring consumers' quality of life
-
In Chen, et al. (Eds.), Lausanne, Switzerland, July 2007. Retrieved 30 Feb 2010 from Available at
-
Chen, J. (2007). Wellness tourism: measuring consumers' quality of life. In Chen, et al. (Eds.), Proceedings of the first hospitality and leisure: business advances and applied research conference. Lausanne, Switzerland, July 2007. Retrieved 30 Feb 2010 from Available at:http:// www.ehl.edu/fre/content/download/4384/37498/file/Proceedings.Pdf #page =38.
-
(2007)
Proceedings of the first hospitality and leisure: Business advances and applied research conference
-
-
Chen, J.1
-
9
-
-
0040979914
-
Consumer-defined dimensions for the escorted tour industry segment: Expectations, satisfactions, and importance. Recent advances in tourism marketing research
-
Duke, Ch.R., & Persia, M.A. (1996). Consumer-defined dimensions for the escorted tour industry segment: expectations, satisfactions, and importance. Recent advances in tourism marketing research. Journal of Travel and Tourism Marketing, 5(1/2), 77-99.
-
(1996)
Journal of Travel and Tourism Marketing
, vol.5
, Issue.1-2
, pp. 77-99
-
-
Duke, C.R.1
Persia, M.A.2
-
10
-
-
13244268698
-
Hotelqual: Una escala para medir la calidad percibida en servicios de alojamiento
-
Falces, D.C., Sierra, D.B., Grande, B.A.L., & Briñol, T.P. (1999). Hotelqual: una escala para medir la calidad percibida en servicios de alojamiento. Estudios Turísticos, 139, 95-110.
-
(1999)
Estudios Turísticos
, vol.139
, pp. 95-110
-
-
Falces, D.C.1
Sierra, D.B.2
Grande, B.A.L.3
Briñol, T.P.4
-
11
-
-
0034037857
-
Histoqual, the development of a historic houses assessment scale
-
Frochot, I., & Hughes, H. (2000). Histoqual, the development of a historic houses assessment scale. Tourism Management, 21, 157-167.
-
(2000)
Tourism Management
, vol.21
, pp. 157-167
-
-
Frochot, I.1
Hughes, H.2
-
12
-
-
84953395139
-
Lodging quality index (LQI), assessing customers' perceptions of quality delivery
-
Getty, J.M., & Getty, R.L. (2003). Lodging quality index (LQI), assessing customers' perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2), 94-104.
-
(2003)
International Journal of Contemporary Hospitality Management
, vol.15
, Issue.2
, pp. 94-104
-
-
Getty, J.M.1
Getty, R.L.2
-
13
-
-
0002522631
-
The relationship between quality, satisfaction, and recommending behaviour in lodging decisions
-
Getty, J.M., & Thompson, K.N. (1994). The relationship between quality, satisfaction, and recommending behaviour in lodging decisions. Journal of Hospitality and Leisure Marketing, 2(3), 3-22.
-
(1994)
Journal of Hospitality and Leisure Marketing
, vol.2
, Issue.3
, pp. 3-22
-
-
Getty, J.M.1
Thompson, K.N.2
-
14
-
-
70350187854
-
Evaluacion de la relacion existente entre la calided de servicio, la satisfaccion y las intenciones de comportamiento en el ambito del turismo termal
-
González, M.E.A. & ve Brea, J.A.F. (2006). Evaluacion de la relacion existente entre la calided de servicio, la satisfaccion y las intenciones de comportamiento en el ambito del turismo termal. Revista Europa de Direccion Economia de la Empresa, 15(3), 171-184.
-
(2006)
Revista Europa de Direccion Economia de la Empresa
, vol.15
, Issue.3
, pp. 171-184
-
-
González, M.E.A.1
ve Brea, J.A.F.2
-
15
-
-
0442310590
-
The relationship between customer satisfaction and loyalty: Cross-industry differences
-
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total Quality Management, 11, 509-514.
-
(2000)
Total Quality Management
, vol.11
, pp. 509-514
-
-
Gronholdt, L.1
Martensen, A.2
Kristensen, K.3
-
16
-
-
34547427858
-
Guest satisfaction and restaurant performance
-
Gupta, S., McLaughlin, E.W. & Gomez, M.I. (2007). Guest satisfaction and restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284-298.
-
(2007)
Cornell Hotel and Restaurant Administration Quarterly
, vol.48
, Issue.3
, pp. 284-298
-
-
Gupta, S.1
McLaughlin, E.W.2
Gomez, M.I.3
-
17
-
-
80051828237
-
Customer loyalty in hospitality sector: Definition, importance, effect and results
-
Hançer, M. (2003). Customer loyalty in hospitality sector: definition, importance, effect and results. Travel and Tourism Research Journal, 3, 1-2.
-
(2003)
Travel and Tourism Research Journal
, vol.3
, pp. 1-2
-
-
Hançer, M.1
-
18
-
-
0034195708
-
Airport restaurant service quality in Hong Kong: An application of servqual
-
Heung, V.C.S., Wong, M.Y., & Qu, H. (2000). Airport restaurant service quality in Hong Kong: an application of servqual. Cornell Hotel and Restaurant Administration Quarterly, 41, 86-97.
-
(2000)
Cornell Hotel and Restaurant Administration Quarterly
, vol.41
, pp. 86-97
-
-
Heung, V.C.S.1
Wong, M.Y.2
Qu, H.3
-
19
-
-
0001907610
-
Measuring service quality at tourist destinations: An application of importance-performance analysis to an alpine ski resort
-
Hudson, S., & Shephard, G.W.H. (1998). Measuring service quality at tourist destinations: an application of importance-performance analysis to an alpine ski resort. Journal of Travel and Tourism Marketing, 7(3), 61-77.
-
(1998)
Journal of Travel and Tourism Marketing
, vol.7
, Issue.3
, pp. 61-77
-
-
Hudson, S.1
Shephard, G.W.H.2
-
20
-
-
33947598312
-
Tourists' satisfaction, recommendation and revisiting Singapore
-
Hui, T.K., Wan, D., & Ho, A. (2007). Tourists' satisfaction, recommendation and revisiting Singapore. Tourism Management, 28, 965-975.
-
(2007)
Tourism Management
, vol.28
, pp. 965-975
-
-
Hui, T.K.1
Wan, D.2
Ho, A.3
-
22
-
-
79952919285
-
Service quality in health tourism: An evaluation of the health tourism providers of Kerala (India)
-
Jyothis, T., & Janardhanan, V.K. (2009). Service quality in health tourism: an evaluation of the health tourism providers of Kerala (India). South Asian Journal of Tourism and Heritage, 2(1).
-
(2009)
South Asian Journal of Tourism and Heritage
, vol.2
, Issue.1
-
-
Jyothis, T.1
Janardhanan, V.K.2
-
23
-
-
0010566136
-
The impact of demand fluctuation on the quality of service: A tourism industry example
-
Kandampully, J. (2006). The impact of demand fluctuation on the quality of service: a tourism industry example. Managing Service Quality, 10(1), 10-18.
-
(2006)
Managing Service Quality
, vol.10
, Issue.1
, pp. 10-18
-
-
Kandampully, J.1
-
24
-
-
33144462409
-
Customer complaints and organizational responses: The effects of complainants' perceptions of justice on satisfaction and loyalty
-
Karatepe, O.M. (2006). Customer complaints and organizational responses: the effects of complainants' perceptions of justice on satisfaction and loyalty. Hospitality Management, 25, 69-90.
-
(2006)
Hospitality Management
, vol.25
, pp. 69-90
-
-
Karatepe, O.M.1
-
26
-
-
0037270550
-
Ecoserv. Ecotourists' quality expectations
-
Khan, M. (2003). Ecoserv. Ecotourists' quality expectations. Annals of Tourism Research, 30(1), 109-124.
-
(2003)
Annals of Tourism Research
, vol.30
, Issue.1
, pp. 109-124
-
-
Khan, M.1
-
28
-
-
33745856956
-
Determinants of Chinese hotel customers' e-satisfaction and purchase intentions
-
Kim, W.G., Ma, X., & Kim, D.J. (2006). Determinants of Chinese hotel customers' e-satisfaction and purchase intentions. Tourism Management, 27, 890-900.
-
(2006)
Tourism Management
, vol.27
, pp. 890-900
-
-
Kim, W.G.1
Ma, X.2
Kim, D.J.3
-
29
-
-
34247139870
-
The satisfaction of service
-
Kirwin, P. (1991). The satisfaction of service. Lodging Hospitality, 47(6), 66-68.
-
(1991)
Lodging Hospitality
, vol.47
, Issue.6
, pp. 66-68
-
-
Kirwin, P.1
-
30
-
-
0004079982
-
-
(4th European Edition). Essex: Pearson Education
-
Kotler, P., Wong, V., Saunders, J., & Armstrong, G. (2005). Principles of Marketing (4th European Edition). Essex: Pearson Education.
-
(2005)
Principles of Marketing
-
-
Kotler, P.1
Wong, V.2
Saunders, J.3
Armstrong, G.4
-
31
-
-
0034998101
-
Comparative assessment of tourist satisfaction with destinations across two nationalities
-
Kozak, M. (2001). Comparative assessment of tourist satisfaction with destinations across two nationalities. Tourism Management, 22, 391-401.
-
(2001)
Tourism Management
, vol.22
, pp. 391-401
-
-
Kozak, M.1
-
33
-
-
84970631111
-
Lodgserv: A service quality index for the lodging industry
-
Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). Lodgserv: a service quality index for the lodging industry. Hospitality Research Journal, 14, 277-284.
-
(1990)
Hospitality Research Journal
, vol.14
, pp. 277-284
-
-
Knutson, B.1
Stevens, P.2
Wullaert, C.3
Patton, M.4
Yokoyama, F.5
-
34
-
-
80053082262
-
Factors effecting customer evaluation of service quality of travel agencies: An investigation of customer perceptions
-
LeBlance, G. (1992). Factors effecting customer evaluation of service quality of travel agencies: an investigation of customer perceptions. Journal of Travel Research, 30(4), 10-16.
-
(1992)
Journal of Travel Research
, vol.30
, Issue.4
, pp. 10-16
-
-
LeBlance, G.1
-
35
-
-
67349284836
-
Corporate social responsibility and customer satisfaction among us publicly traded hotels and restaurants
-
Lee, S., & Heo, C.Y. (2009). Corporate social responsibility and customer satisfaction among us publicly traded hotels and restaurants. International Journal of Hospitality Management, 28, 635-637.
-
(2009)
International Journal of Hospitality Management
, vol.28
, pp. 635-637
-
-
Lee, S.1
Heo, C.Y.2
-
36
-
-
0002077429
-
Measuring quality in restaurant operations: An application of the servqual instrument
-
Lee, Y., & Hing, N. (1995). Measuring quality in restaurant operations: an application of the servqual instrument. International Journal of Hospitality Management, 14, 293-310.
-
(1995)
International Journal of Hospitality Management
, vol.14
, pp. 293-310
-
-
Lee, Y.1
Hing, N.2
-
37
-
-
69249241838
-
Cross-cultural comparison of the image of guam perceived by Korean and Japanese leisure travellers: Importance-performance analysis
-
Lee, G., & Lee, C.-K. (2009). Cross-cultural comparison of the image of guam perceived by Korean and Japanese leisure travellers: importance-performance analysis. Tourism Management, 30, 922-931.
-
(2009)
Tourism Management
, vol.30
, pp. 922-931
-
-
Lee, G.1
Lee, C.-K.2
-
38
-
-
38149144964
-
The measurement of gaps in the quality of hotel services
-
Lewis, R.C. (1987). The measurement of gaps in the quality of hotel services. International Journal of Hospitality Management, 6(2), 83-88.
-
(1987)
International Journal of Hospitality Management
, vol.6
, Issue.2
, pp. 83-88
-
-
Lewis, R.C.1
-
39
-
-
77953452393
-
A study of the relationship between hotel informative service setting items and customer satisfaction
-
Lin, S., Ryan, B., Qu, H., & Martin, L. (2010). A study of the relationship between hotel informative service setting items and customer satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 11(2), 111-131.
-
(2010)
Journal of Quality Assurance in Hospitality & Tourism
, vol.11
, Issue.2
, pp. 111-131
-
-
Lin, S.1
Ryan, B.2
Qu, H.3
Martin, L.4
-
40
-
-
85006161171
-
Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: A case study in the hotel industry
-
Matzler, K., Renzl, B., & Rothenberger, S. (2006). Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: a case study in the hotel industry. Scandinavian Journal of Hospitality and Tourism, 6(3), 179-196.
-
(2006)
Scandinavian Journal of Hospitality and Tourism
, vol.6
, Issue.3
, pp. 179-196
-
-
Matzler, K.1
Renzl, B.2
Rothenberger, S.3
-
41
-
-
34548523938
-
Exploring tourist satisfaction with nonlinear structural equation modelling and inferred causation analysis
-
Mazanec, J.A. (2007). Exploring tourist satisfaction with nonlinear structural equation modelling and inferred causation analysis. Journal of Travel & Tourism Marketing, 21(4), 73-90.
-
(2007)
Journal of Travel & Tourism Marketing
, vol.21
, Issue.4
, pp. 73-90
-
-
Mazanec, J.A.1
-
42
-
-
80051823469
-
-
Ministry of Turkish Culture and Tourism, Available at, (05.03.2009)
-
Ministry of Turkish Culture and Tourism (2009). Tourism Strategy of Turkey 2023. Available at: http://www.kulturturizm.gov.tr/genel/text/eng/TST2023.pdf (05.03.2009).
-
(2009)
Tourism Strategy of Turkey 2023
-
-
-
43
-
-
80051822367
-
-
Ministry of Turkish Culture and Tourism, Available at, (02.07.2010)
-
Ministry of Turkish Culture and Tourism (2010a). Available at: http://kvmgm.turizm. gov.tr/Genel/BelgeGoster.aspx? F6E10F 8892 433 CFF4A7164 CD9 A18C EAE C0671D8 648333F35 (02.07.2010).
-
(2010)
-
-
-
44
-
-
80051814221
-
-
Ministry of Turkish Culture and Tourism, Available at, (02.07.2010)
-
Ministry of Turkish Culture and Tourism (2010b). Available at: http://www.kultur.gov.tr/TR/Genel/ BelgeGoster.aspx? F6E10F88 92433CFF4A7164CD9A1 8CEAEB245F02 9F97056F0 (02.07.2010).
-
(2010)
-
-
-
45
-
-
21344475322
-
The commitment-trust theory of relationship marketing
-
Morgan, R., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
-
(1994)
Journal of Marketing
, vol.58
, pp. 20-38
-
-
Morgan, R.1
Hunt, S.D.2
-
46
-
-
84899155038
-
Wellness tourism: Market analysis of a special health tourism segment and implications for the hotel industry
-
Mueller, H., & Kaufmann, E.L. (2001). Wellness tourism: market analysis of a special health tourism segment and implications for the hotel industry. Quelle: Journal of Vacation Marketing, 7(1), 5-17.
-
(2001)
Quelle: Journal of Vacation Marketing
, vol.7
, Issue.1
, pp. 5-17
-
-
Mueller, H.1
Kaufmann, E.L.2
-
47
-
-
33947205002
-
Gender and perception of service quality in the hotel industry
-
Ndhlovu, J., & Senguder, T. (2002). Gender and perception of service quality in the hotel industry. Journal of American Academy of Business, 1, 301-308.
-
(2002)
Journal of American Academy of Business
, vol.1
, pp. 301-308
-
-
Ndhlovu, J.1
Senguder, T.2
-
48
-
-
0002567270
-
Customer satisfaction and service quality: A critical review of the literature and research implications for the hospitality industry
-
Oh, H., & Parks, S.C. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35-63.
-
(1997)
Hospitality Research Journal
, vol.20
, Issue.3
, pp. 35-63
-
-
Oh, H.1
Parks, S.C.2
-
50
-
-
0011607678
-
Expectation processes in satisfaction formation
-
Oliver, R.L., & Burke, R.R. (1999). Expectation processes in satisfaction formation. Journal of Service Research, 1(3), 196-214.
-
(1999)
Journal of Service Research
, vol.1
, Issue.3
, pp. 196-214
-
-
Oliver, R.L.1
Burke, R.R.2
-
52
-
-
0001312089
-
Servqual: A multiple-item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
-
(1988)
Journal of Retailing
, vol.64
, Issue.1
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
-
53
-
-
0001261094
-
Refinement and reassessment of the SERVQUAL scale
-
Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450.
-
(1991)
Journal of Retailing
, vol.67
, pp. 420-450
-
-
Parasuraman, A.1
Berry, L.L.2
Zeithaml, V.A.3
-
54
-
-
0002172994
-
Do travel agencies measure up to customer expectations? An empirical investigation of travel agencies' service quality as measured by servqual
-
Ryan, C., & Cliff, A. (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, 6(2), 1-31.
-
(1997)
Journal of Travel and Tourism Marketing
, vol.6
, Issue.2
, pp. 1-31
-
-
Ryan, C.1
Cliff, A.2
-
55
-
-
2542553531
-
Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures
-
Schermelleh-Engel, K., & Moosbrugger, H. (2003). Evaluating the fit of structural equation models: tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23-74.
-
(2003)
Methods of Psychological Research Online
, vol.8
, Issue.2
, pp. 23-74
-
-
Schermelleh-Engel, K.1
Moosbrugger, H.2
-
57
-
-
33845678206
-
A model of customer satisfaction and retention for hotels
-
Sim, J., Mak, B., & Jones, D. (2006). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality and Tourism, 7(3), 1-23.
-
(2006)
Journal of Quality Assurance in Hospitality and Tourism
, vol.7
, Issue.3
, pp. 1-23
-
-
Sim, J.1
Mak, B.2
Jones, D.3
-
58
-
-
13244273828
-
The measurement of perceived differences in service quality-the case of health spas in Slovenia
-
Snoj, B., & Mumel, D. (2002). The measurement of perceived differences in service quality-the case of health spas in Slovenia. Journal of Vacation Marketing, 8, 362-379.
-
(2002)
Journal of Vacation Marketing
, vol.8
, pp. 362-379
-
-
Snoj, B.1
Mumel, D.2
-
59
-
-
0036079147
-
Determinants of guest loyalty to international tourist hotels-a neural network approach
-
Tsaur, S.H., Chiu, Y.C., & Huang, C.H. (2002). Determinants of guest loyalty to international tourist hotels-a neural network approach. Tourism Management, 23, 397-405.
-
(2002)
Tourism Management
, vol.23
, pp. 397-405
-
-
Tsaur, S.H.1
Chiu, Y.C.2
Huang, C.H.3
-
60
-
-
24744454984
-
Customer care, customer satisfaction, value, loyalty and complaining behavior: Validation in a UK university setting
-
Webb, D., & Jagun, A. (1997). Customer care, customer satisfaction, value, loyalty and complaining behavior: validation in a UK university setting. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 10, 139-151.
-
(1997)
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
, vol.10
, pp. 139-151
-
-
Webb, D.1
Jagun, A.2
-
61
-
-
43449125185
-
Structural equation models by Lisrel: Application on consumer complaints
-
Yi{dotless}lmaz, V. (2004). Structural equation models by Lisrel: application on consumer complaints. Anadolu University Journal of Social Sciences, 1, 77-90.
-
(2004)
Anadolu University Journal of Social Sciences
, vol.1
, pp. 77-90
-
-
Yilmaz, V.1
-
62
-
-
33746371037
-
A comparative analysis of international tourists' satisfaction in Mongolia
-
Yu, L., & Goulden, M. (2006). A comparative analysis of international tourists' satisfaction in Mongolia. Tourism Management, 27, 1331-1342.
-
(2006)
Tourism Management
, vol.27
, pp. 1331-1342
-
-
Yu, L.1
Goulden, M.2
|