-
1
-
-
33746796961
-
An empirical assessment of the SERVQUAL scale
-
Babakus, E., and Boller, G. W., 1992. An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3):253–268.
-
(1992)
Journal of Business Research
, vol.24
, Issue.3
, pp. 253-268
-
-
Babakus, E.1
Boller, G.W.2
-
2
-
-
0034054640
-
Quality, satisfaction, and behavioral intentions
-
Baker, D. A., and Crompton, J. L., 2000. Quality, satisfaction, and behavioral intentions. Annals of Tourism Research, 27(3):785–804.
-
(2000)
Annals of Tourism Research
, vol.27
, Issue.3
, pp. 785-804
-
-
Baker, D.A.1
Crompton, J.L.2
-
3
-
-
22544479405
-
Association meeting planners' perceived performance of Las Vegas: An importance-performance analysis
-
Baloglu, S., and Love, C., 2003. Association meeting planners' perceived performance of Las Vegas:An importance-performance analysis. Journal of Convention & Exhibition Management, 5(1):13–27.
-
(2003)
Journal of Convention & Exhibition Management
, vol.5
, Issue.1
, pp. 13-27
-
-
Baloglu, S.1
Love, C.2
-
4
-
-
0000429475
-
A multistage model of customer assessment of service quality and value
-
Bolton, R., and Drew, J., 1991. A multistage model of customer assessment of service quality and value. Journal of Consumer Research, 17(4):375–384.
-
(1991)
Journal of Consumer Research
, vol.17
, Issue.4
, pp. 375-384
-
-
Bolton, R.1
Drew, J.2
-
5
-
-
27544444561
-
Improving the measurement of service quality
-
Brown, T. J., Churchill, G. A., and Peter, J. P., 1993. Improving the measurement of service quality. Journal of Retailing, 66(1):127–139.
-
(1993)
Journal of Retailing
, vol.66
, Issue.1
, pp. 127-139
-
-
Brown, T.J.1
Churchill, G.A.2
Peter, J.P.3
-
6
-
-
0002596497
-
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, 6(1):33–55.
-
(1990)
Journal of Retailing
, vol.6
, Issue.1
, pp. 33-55
-
-
Carman, J.M.1
-
7
-
-
40949141001
-
Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan
-
Chen, C., 2008. Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers:Evidence from Taiwan. Transportation Research Part A, 42:709–717.
-
(2008)
Transportation Research Part A
, vol.42
, pp. 709-717
-
-
Chen, C.1
-
8
-
-
52249114071
-
Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator
-
Chen, C., and Tsai, M., 2008. Perceived value, satisfaction, and loyalty of TV travel product shopping:Involvement as a moderator. Tourism Management, 29(6):1166–1171.
-
(2008)
Tourism Management
, vol.29
, Issue.6
, pp. 1166-1171
-
-
Chen, C.1
Tsai, M.2
-
9
-
-
41549163845
-
Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach
-
Chi, C.-G.-Q., and Qu, H., 2008. Examining the structural relationships of destination image, tourist satisfaction and destination loyalty:An integrated approach. Tourism Management, 29(4):624–636.
-
(2008)
Tourism Management
, vol.29
, Issue.4
, pp. 624-636
-
-
Chi, C.-.G.-.Q.1
Qu, H.2
-
10
-
-
84986043620
-
A cross-sectional test of the effect and conceptualization of service value
-
Cronin, J., Jr., Brady, M. K., Brand, R. R., Hightower, R., Jr. and Shemwell, D. J., 1997. A cross-sectional test of the effect and conceptualization of service value. Journal of Service Marketing, 11(6):375–391.
-
(1997)
Journal of Service Marketing
, vol.11
, Issue.6
, pp. 375-391
-
-
Cronin, J.1
Brady, M.K.2
Brand, R.R.3
Hightower, R.4
Shemwell, D.J.5
-
11
-
-
0002381637
-
Measuring service quality: A reexamination and extension
-
Cronin, J., Jr. and Taylor, S. A., 1992. Measuring service quality:A reexamination and extension. Journal of Marketing, 56(3):55–68.
-
(1992)
Journal of Marketing
, vol.56
, Issue.3
, pp. 55-68
-
-
Cronin, J.1
Taylor, S.A.2
-
12
-
-
0038617652
-
Destination competitiveness: Determinants and indicators
-
Dwyer, L., and Kim, C., 2003. Destination competitiveness:Determinants and indicators. Current Issues in Tourism, 6(5):369–414.
-
(2003)
Current Issues in Tourism
, vol.6
, Issue.5
, pp. 369-414
-
-
Dwyer, L.1
Kim, C.2
-
13
-
-
17344367098
-
Tourism destination competitiveness: A quantitative approach
-
Enright, M. J., and Newton, J., 2004. Tourism destination competitiveness:A quantitative approach. Tourism Management, 25(6):777–788.
-
(2004)
Tourism Management
, vol.25
, Issue.6
, pp. 777-788
-
-
Enright, M.J.1
Newton, J.2
-
14
-
-
40949106864
-
The impact of satisfaction and image on loyalty: The case of Alpine ski resorts
-
Faullant, R., Matzler, K., and Fuller, J., 2008. The impact of satisfaction and image on loyalty:The case of Alpine ski resorts. Managing Service Quality, 18(2):163–178.
-
(2008)
Managing Service Quality
, vol.18
, Issue.2
, pp. 163-178
-
-
Faullant, R.1
Matzler, K.2
Fuller, J.3
-
16
-
-
0001276941
-
Defensive marketing strategy by customer complaint management
-
Fornell, C., and Wernerfelt, B., 1987. Defensive marketing strategy by customer complaint management. Journal of Marketing Research, 24(4):337–346.
-
(1987)
Journal of Marketing Research
, vol.24
, Issue.4
, pp. 337-346
-
-
Fornell, C.1
Wernerfelt, B.2
-
17
-
-
0033978793
-
Integrated quality management for tourist destinations: A European perspective on achieving competitiveness
-
Go, F., and Govers, R., 2000. Integrated quality management for tourist destinations:A European perspective on achieving competitiveness. Tourism Management, 21(1):79–88.
-
(2000)
Tourism Management
, vol.21
, Issue.1
, pp. 79-88
-
-
Go, F.1
Govers, R.2
-
18
-
-
85023904834
-
-
Retrieved July 29, 2008, from
-
Hong Kong Tourism Board. 2006. Retrieved July 29, 2008, from http://www.discoverhongkong.com/eng/worldwide/annu/pdf/06_07/pdf01.pdf
-
(2006)
-
-
-
19
-
-
0012780196
-
Measuring customer service quality in sports and leisure centers
-
Howat, G., Absher, J., Crilley, G., and Milne, I., 1996. Measuring customer service quality in sports and leisure centers. Managing Leisure, 1:77–89.
-
(1996)
Managing Leisure
, vol.1
, pp. 77-89
-
-
Howat, G.1
Absher, J.2
Crilley, G.3
Milne, I.4
-
20
-
-
0000376751
-
Drivers of customer satisfaction for software products: Implications for design and service support
-
Kekre, S. M., Krishnan, S., and Srinivasan, K., 1995. Drivers of customer satisfaction for software products:Implications for design and service support. Management Science, 41(9):1456–1470.
-
(1995)
Management Science
, vol.41
, Issue.9
, pp. 1456-1470
-
-
Kekre, S.M.1
Krishnan, S.2
Srinivasan, K.3
-
21
-
-
0000069149
-
A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process
-
LaBarbera, P. A., and Mazursky, D., 1983. A longitudinal assessment of consumer satisfaction/dissatisfaction:The dynamic aspect of the cognitive process. Journal of Marketing Research, 20(4):393–404.
-
(1983)
Journal of Marketing Research
, vol.20
, Issue.4
, pp. 393-404
-
-
LaBarbera, P.A.1
Mazursky, D.2
-
22
-
-
0037893542
-
Recreation resource management for visitor satisfaction
-
LaPage, W. F., 1983. Recreation resource management for visitor satisfaction. Journal of Park and Recreation Administration, 1(2):37–44.
-
(1983)
Journal of Park and Recreation Administration
, vol.1
, Issue.2
, pp. 37-44
-
-
LaPage, W.F.1
-
23
-
-
34249818464
-
The roles of quality and intermediary constructs in determining festival attendees' behavioral intention
-
Lee, S. Y., Petrick, J. F., and Crompton, J., 2007. The roles of quality and intermediary constructs in determining festival attendees' behavioral intention. Journal of Travel Research, 45(4):402–412.
-
(2007)
Journal of Travel Research
, vol.45
, Issue.4
, pp. 402-412
-
-
Lee, S.Y.1
Petrick, J.F.2
Crompton, J.3
-
24
-
-
0001247095
-
Leisure satisfaction
-
Jackson E.L., Burton T.L., (eds), State College, PA: Venture Publishing
-
Mannell, R. C., 1989. “Leisure satisfaction.”. In Understanding leisure and recreation:Mapping the past, charting the future, Edited by:Jackson, E. L, and Burton, T. L. 281–301. State College, PA:Venture Publishing.
-
(1989)
Understanding leisure and recreation: Mapping the past, charting the future
, pp. 281-301
-
-
Mannell, R.C.1
-
26
-
-
0001780388
-
Importance-performance analysis
-
Martilla, J. A., and Janes, I. C., 1977. Importance-performance analysis. Journal of Marketing, 41(1):77–79.
-
(1977)
Journal of Marketing
, vol.41
, Issue.1
, pp. 77-79
-
-
Martilla, J.A.1
Janes, I.C.2
-
27
-
-
0035530178
-
Satisfactions, repurchase intent, and repurchase behaviour: Investigating the moderating effect of customer characteristics
-
Mittal, V., and Kamakura, W. A., 2001. Satisfactions, repurchase intent, and repurchase behaviour:Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1):131–142.
-
(2001)
Journal of Marketing Research
, vol.38
, Issue.1
, pp. 131-142
-
-
Mittal, V.1
Kamakura, W.A.2
-
28
-
-
0032372670
-
The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions
-
Mittal, V., Ross, W. T., Jr. and Baldasare, P. M., 1998. The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62(1):33–47.
-
(1998)
Journal of Marketing
, vol.62
, Issue.1
, pp. 33-47
-
-
Mittal, V.1
Ross, W.T.2
Baldasare, P.M.3
-
32
-
-
0033095457
-
Service quality, customer satisfaction, and customer value: A holistic perspective
-
Oh, H., 1999. Service quality, customer satisfaction, and customer value:A holistic perspective. International Journal of Hospitality Management, 18(1):67–82.
-
(1999)
International Journal of Hospitality Management
, vol.18
, Issue.1
, pp. 67-82
-
-
Oh, H.1
-
33
-
-
0034196259
-
Diners' perceptions of quality, value, and satisfaction
-
Oh, H., 2000. Diners' perceptions of quality, value, and satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 41(3):58–66.
-
(2000)
Cornell Hotel and Restaurant Administration Quarterly
, vol.41
, Issue.3
, pp. 58-66
-
-
Oh, H.1
-
35
-
-
0002106437
-
Cognitive, affective, and attribute bases of the satisfaction response
-
Oliver, R. L., 1993a. Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3):418–430.
-
(1993)
Journal of Consumer Research
, vol.20
, Issue.3
, pp. 418-430
-
-
Oliver, R.L.1
-
36
-
-
0001899030
-
A conceptual model of service quality and service satisfaction: Compatible goals, different concepts
-
Swartz T.A., Bowen D.E., Brown W., (eds), Greenwich, CT: JAI Press
-
Oliver, R. L., 1993b. “A conceptual model of service quality and service satisfaction:Compatible goals, different concepts.”. In Advance in services marketing and management:Research and practice, Edited by:Swartz, T. A, Bowen, D. E, and Brown, W. 65–85. Greenwich, CT:JAI Press.
-
(1993)
Advance in services marketing and management: Research and practice
, pp. 65-85
-
-
Oliver, R.L.1
-
37
-
-
0001940991
-
Perceived quality in consumer decision making: An integrated theoretical perspective
-
Jacoby J., Olson J., (eds), Lexington, MA: Lexington Books
-
Olshavsky, R. W., 1985. “Perceived quality in consumer decision making:An integrated theoretical perspective.”. In Perceived quality, Edited by:Jacoby, J, and Olson, J. 3–29. Lexington, MA:Lexington Books.
-
(1985)
Perceived quality
, pp. 3-29
-
-
Olshavsky, R.W.1
-
38
-
-
84986128773
-
The measurement of service value: Some methodological issues and models
-
Suprenant C., (ed), Chicago, IL: American Marketing Association
-
Onkvist, S., and Shaw, J. J., 1987. “The measurement of service value:Some methodological issues and models.”. In Add value to your service, 6th Annual Services Marketing Proceedings, Edited by:Suprenant, C. Chicago, IL:American Marketing Association.
-
(1987)
Add value to your service, 6th Annual Services Marketing Proceedings
-
-
Onkvist, S.1
Shaw, J.J.2
-
39
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4):41–50.
-
(1985)
Journal of Marketing
, vol.49
, Issue.4
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
40
-
-
0001312089
-
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml, V. A., and Berry, L. 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.A.2
Berry, L.L.3
-
41
-
-
3242660262
-
Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research
-
Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1994. Reassessment of expectations as a comparison standard in measuring service quality:Implications for future research. Journal of Marketing, 58(1):111–124.
-
(1994)
Journal of Marketing
, vol.58
, Issue.1
, pp. 111-124
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
42
-
-
0031314022
-
Modeling the relationship between perceived value satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination
-
Patterson, P. G., and Spreng, R. A., 1997. Modeling the relationship between perceived value satisfaction and repurchase intentions in a business-to-business, services context:An empirical examination. International Journal of Service Industry Management, 8(5):414–434.
-
(1997)
International Journal of Service Industry Management
, vol.8
, Issue.5
, pp. 414-434
-
-
Patterson, P.G.1
Spreng, R.A.2
-
43
-
-
34548480201
-
Hotel service quality in Hong Kong: An importance and performance analysis
-
Qu, H., and Sit, C. Y., 2007. Hotel service quality in Hong Kong:An importance and performance analysis. International Journal of Hospitality & Tourism Administration, 8(3):49–72.
-
(2007)
International Journal of Hospitality & Tourism Administration
, vol.8
, Issue.3
, pp. 49-72
-
-
Qu, H.1
Sit, C.Y.2
-
44
-
-
0003821850
-
-
Boston: Harvard Business School Press
-
Reichheld, F. F., 1996. The loyalty effect, Boston:Harvard Business School Press.
-
(1996)
The loyalty effect
-
-
Reichheld, F.F.1
-
45
-
-
0025486182
-
Zero defections: Quality comes to service
-
Reichheld, F. F., and Sasser, W. E., 1990. Zero defections:Quality comes to service. Harvard Business Review, 68(5):105–111.
-
(1990)
Harvard Business Review
, vol.68
, Issue.5
, pp. 105-111
-
-
Reichheld, F.F.1
Sasser, W.E.2
-
46
-
-
0242362247
-
Modeling and forecasting the demand for Hong Kong tourism
-
Song, H., Wong, K. K. F., and Chon, K. K. S., 2003. Modeling and forecasting the demand for Hong Kong tourism. International Journal of Hospitality Management, 22(4):435–451.
-
(2003)
International Journal of Hospitality Management
, vol.22
, Issue.4
, pp. 435-451
-
-
Song, H.1
Wong, K.K.F.2
Chon, K.K.S.3
-
47
-
-
78649398552
-
An IPA analysis of tourism destination image—A case study of Xi'an residents' perception on the tourism destination image of Hainan
-
Song, Z., An, Y., and Zheng, P., 2006. An IPA analysis of tourism destination image—A case study of Xi'an residents' perception on the tourism destination image of Hainan. Tourism Tribune, 21(10):26–32.
-
(2006)
Tourism Tribune
, vol.21
, Issue.10
, pp. 26-32
-
-
Song, Z.1
An, Y.2
Zheng, P.3
-
48
-
-
0038007794
-
A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection
-
Tian-Cole, S., and Cromption, J., 2003. A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection. Leisure Studies, 22(1):65–80.
-
(2003)
Leisure Studies
, vol.22
, Issue.1
, pp. 65-80
-
-
Tian-Cole, S.1
Cromption, J.2
-
49
-
-
0031536393
-
Customer value: The next source for competitive advantage
-
Woodruff, R. B., 1997. Customer value:The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2):139–153.
-
(1997)
Journal of the Academy of Marketing Science
, vol.25
, Issue.2
, pp. 139-153
-
-
Woodruff, R.B.1
-
50
-
-
67650094035
-
A data analysis of tourism research—A case study of tourism image of Nijmegen in the Netherlands
-
Yang, M., 2005. A data analysis of tourism research—A case study of tourism image of Nijmegen in the Netherlands. Tourism Tribune, 1:84–89.
-
(2005)
Tourism Tribune
, vol.1
, pp. 84-89
-
-
Yang, M.1
-
51
-
-
5644242209
-
Customer perceived value, satisfaction, and loyalty: The role of switching costs
-
Yang, Z., and Peterson, R. T., 2004. Customer perceived value, satisfaction, and loyalty:The role of switching costs. Psychology and Marketing, 21(10):799–822.
-
(2004)
Psychology and Marketing
, vol.21
, Issue.10
, pp. 799-822
-
-
Yang, Z.1
Peterson, R.T.2
-
52
-
-
0002472115
-
A critical review of consumer satisfaction
-
Zeithaml V.A., (ed), Chicago: American Marketing Association
-
Yi, Y., 1990. “A critical review of consumer satisfaction.”. In Review of marketing 1990, Edited by:Zeithaml, V. A. 68–123. Chicago:American Marketing Association.
-
(1990)
Review of marketing 1990
, pp. 68-123
-
-
Yi, Y.1
-
53
-
-
7044247567
-
An examination of the effects of motivation and satisfaction on destination loyalty: A structural model
-
Yoon, Y., and Uysal, M., 2005. An examination of the effects of motivation and satisfaction on destination loyalty:A structural model. Tourism Management, 26(1):45–56.
-
(2005)
Tourism Management
, vol.26
, Issue.1
, pp. 45-56
-
-
Yoon, Y.1
Uysal, M.2
-
54
-
-
0002667763
-
Customer perceptions of price, quality, and value: A means-end-model and synthesis of evidence
-
Zeithaml, V. A., 1988. Customer perceptions of price, quality, and value:A means-end-model and synthesis of evidence. Journal of Marketing, 52(3):2–22.
-
(1988)
Journal of Marketing
, vol.52
, Issue.3
, pp. 2-22
-
-
Zeithaml, V.A.1
-
55
-
-
0030548125
-
The behavioral consequences of service quality
-
Zeithaml, V. A., Berry, L. L., and Parasuraman, A., 1996. The behavioral consequences of service quality. Journal of Marketing, 60(2):31–46.
-
(1996)
Journal of Marketing
, vol.60
, Issue.2
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
-
56
-
-
0942278093
-
Application of importance-performance model in tour guides' performance: Evidence from mainland Chinese outbound visitors in Hong Kong
-
Zhang, H. Q., and Chow, I., 2004. Application of importance-performance model in tour guides' performance:Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1):81–91.
-
(2004)
Tourism Management
, vol.25
, Issue.1
, pp. 81-91
-
-
Zhang, H.Q.1
Chow, I.2
|