Measurement of Service Quality in the Hotel Sector: The Case of Northern Poland

Journal of Hospitality Marketing and Management

Volumn 22, Issue 3, 2013, Pages 313-332

  Grobelna, Aleksandra ^a   Marciszewska, Barbara ^b  

^a GDYNIA MARITIME UNIVERSITY   (Poland)

^b GDANSK UNIVERSITY OF PHYSICAL EDUCATION AND SPORT   (Poland)

Author keywords

customer satisfaction; hospitality management; innovation; service quality

Indexed keywords

EID: 84874491548     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2013.753816     Document Type: Article

References (48)

1. Abrate, G., Capriello, A. and Fraquelli, G. 2000. When quality signals talk: Evidence from the Turin hotel industry. Tourism Management, 32: 912-921.
2. Atilgan, E., Akinci, S. and Aksoy, S. 2003. Mapping service quality in the tourism industry. Managing Service Quality, 13: 412-422.
3. Bojanic, D. C. and Rosen, L. D. 1994. Measuring service quality in restaurants: An application of the SERVQUAL instrument. Hospitality Research Journal, 18(1): 3-14.
4. Briggs, S., Sutherland, J. and Drummond, S. 2007. Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28: 1006-1019.
5. Buttle, F. 1996. SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1): 8-32.
6. Danaher, P. J. and Mattsson, J. 1998. A comparison of service delivery processes of different complexity. International Journal of Service Industry Management, 9(1): 48-63.
7. Davidson, M. C. G. 2003. Does organizational climate add to service quality in hotels?. International Journal of Contemporary Hospitality Management, 15: 206-213.
8. Desombre, T. and Eccles, G. 1998. Improving service quality in NHS Trust hospitals: Lessons from the hotel sector. International Journal of Health Care Quality Assurance, 11(1): 21-27.
9. Douglas, L. and Connor, R. 2003. Attitudes to service quality-the expectation gap. Nutrition & Food Science, 33(4): 165-172.
10. Fache, W. 2000. Methodologies for innovation and improvement of services in tourism. Managing Service Quality, 10: 356-366.
11. Garrigos-Simon, F. J., Palacios-Marques, D. and Narangajavana, Y. 2008. Improving the perceptions of hotel managers. Annals of Tourism Research, 35: 359-380.
12. Grobelna, A. 2009. "Rola i znaczenie klienta w kształtowaniu jakości usług hotelarskich [Role and significance of a customer in creating the quality of hotel services]". In Gospodarka turystyczna w regionie, Edited by: Rapacz, A. 148-158. Wroclaw: Prace Naukowe UE we Wroclawiu nr 50, Wyd. Przedsie{ogonek}biorstwo. Samorza{ogonek}d. Współpraca. [Tourism industry in a region. Enterprise. Regional government. Cooperation.]
13. Grobelna, A. and Marciszewska, B. 2008. "Czynnik ludzki a doskonalenie komponentu funkcjonalnego usługi hotelarskiej (uje{ogonek}cie lokalne) [Human factor and improving functional component of hotel service (local approach)]". In Kadry w gospodarce turystycznej [Staff in tourism industry], Edited by: Panasiuk, A. 303-313. Szczecin: WN Uniwersytetu Szczecinskiego.
14. Grobelna, A. and Marciszewska, B. 2012. Service quality in Tricity hotels: Managers' perspective. Economic Problems of Tourism, 1(17): 37-45.
15. Ingram, H. and Daskalakis, G. 1999. Measuring quality gaps in hotels: The case of Crete. International Journal of Contemporary Hospitality Management, 11(1): 24-30.
16. Jaremen, D. E. 2001. "Jakość usług hotelarskich oferowanych przez hotele województwa dolnośla{ogonek}skiego w opinii konsumentów [The quality of hotel services offered by the hotels in lower Silesia Voivodship in customers' opinion]". In Gospodarka turystyczna. Wybrane zagadnienia jej funkcjonowania [Tourism industry. Selected problems of its functioning], Edited by: Rapacz, A. 9-27. Wroclaw: Academy of Economics in Wroclaw. Prace Naukowe Akademii Ekonomicznej we Wrocławiu, 924
17. Jennings, G., Lee, Y. S., Ayling, A., Lunny, B., Cater, C. and Ollenburg, C. 2009. Quality tourism experiences: Reviews, reflections, research agendas. Journal of Hospitality Marketing and Management, 18: 294-310.
18. Johnston, R. 2004. Towards a better understanding of service excellence. Managing Service Quality, 14(2/3): 129-133.
19. Juwaheer, T. D. and Ross, D. L. 2003. A study of hotel guest perceptions in Mauritius. International Journal of Contemporary Hospitality Management, 15(2): 105-115.
20. Kang, G.-D., James, J. and Alexandris, K. 2002. Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality, 12(5): 278-291.
21. Karaszewski, R. 2001. TQM -teoria i praktyka [TQM -theory and practice], Torun: TNOiK.
22. Keating, M. and Harrington, D. 2002. The challenges of implementing quality of in the Irish hotel industry: A review. Managing Service Quality, 12: 303-315.
23. King, J. 2002. Destination marketing organisations-connecting the experience rather than promoting the place. Journal of Vacation Marketing, 8(2): 105-108.
24. Krzyzanowska, M. and Wajdner, R. 2000. Aspekty TQM w organizacji usługowej. Problemy Jakości [TQM - theory and practice], 10: 9-12.
25. Lee, S.-C., Barker, S. and Kandampully, J. 2003. Technology and customer loyalty in hotels: Australian managerial perspectives. Managing Service Quality, 13: 423-432.
26. Lemmink, J. and Mattsson, J. 2002. Employee behavior, feelings of warmth and customer perception in service encounters. International Journal of Retail & Distribution Management, 30(1): 18-33.
27. Lewis, B. R. and McCann, P. 2004. Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1): 6-17.
28. Mackiewicz, H. 2000. "Określenie jakości usługi postrzeganej przez klienta jako element zarzadzania marketingowego. Ocena metody SERVQUAL. Praktyczne zastosowanie metody wieloatrybutowej w uslugach hotelarskich [Describing a quality of service perceived by customer as a component of marketing management. Assessment of SERVQUAL method. Practical application of multi-attribute method in hotel services]". In Instrumenty zarza{ogonek}dzania we współczesnym przedsie{ogonek}biorstwie [Management tools in a contemporary enterprise], 216-230. Poznan: Proceedings of the national-level scientific conference held by the Poznan Academy of Economics.
29. Marciszewska, B. 2004. "Kreowanie wiedzy warunkiem racjonalnego wykorzystania potencjalu turystycznego Pomorza [Creating knowledge as a condition for rational using of tourist potential of Pomerania]". In Uslugi a rozwój gospodarczo-społeczny [Services and socio-economic development], Edited by: Marciszewska, B. and Miecznikowski, S. 24-31. Gdansk: Wyd. Gdanskie.
30. Marciszewska, B. 2005. Emotional arts marketing-creating tourist value. Tourism Review, 60(3): 29-34.
31. Mazur, J. 2001. Zarza{ogonek}dzanie marketingiem uslug [Service marketing management], Warszawa: Wyd. Difin.
32. Mulvaney, R. H., O'Neil, J. W., Cleveland, J. N. and Crouter, A. C. 2007. A model of work-family dynamics for hotel managers. Annals of Tourism Research, 34(1): 66-87.
33. Otto, J. 2001. Marketing relacji. Koncepcja i stosowanie [Relation marketing. Concept and use.], Warszawa: Wyd. CH Beck.
34. Pizam, A. and Ellis, T. 1999. Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7): 326-339.
35. Pukas, A. 2000. "Jakość usług-problemy kształtowania i oceny [Service quality - problems of development and assessment]". In Marketing-przełom wieków [Marketing-turn of the centuries], 93-100. Jelenia Gora: Congress of Marketing held by the Academy of Economics in Wroclaw.
36. Qu, H., Ryan, B. and Chu, R. 2000. The importance of hotel attributes in contributing to travellers' satisfaction in the Hong Kong hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 1(3): 22-31.
37. Rudawska, E. and Kiecko, R. 2000. Servqual-metoda badania jakości usług i jej praktyczne zastosowanie. Marketing i Rynek, 5: 23-28.
38. Saleh, F. and Ryan, C. 1991. Analysing service quality in the hospitality industry using the SERVQUAL model. The Services Industries Journal, 11: 324-343.
39. Sagan, A. 2004. Badania marketingowe. Podstawowe kierunki [Marketing research. Basic directions], Krakow, Poland: Academy of Economics in Krakow.
40. Santos, J. 2002. From intangibility to tangibility on service quality perceptions: A comparison study between consumers and service providers in four service industries. Managing Service Quality, 12: 292-302.
41. Scott, N., Laws, E. and Boksberger, P. 2009. The marketing of hospitality and leisure experiences. Journal of Hospitality Marketing and Management, 18(2/3): 99-110.
42. Sidor, M. 2000. Ocena jakości usług za pomoca metody servqual [Evaluation of service quality using SERVQUAL method]. Marketing i Rynek [Marketing and Market], 11: 2-11.
43. Silber, I., Israeli, A., Bustin, A. and Zvi, O. B. 2009. Recovery strategies for service failures: The case of restaurants. Journal of Hospitality Marketing and Management, 18: 730-740.
44. Szela{ogonek}gowska, K. 2001. "Próba zastosowania metody Servqual do badania jakości usług bankowych [An attempt of using the SERVQUAL method for examining the quality of banking services]". In Wybrane zagadnienia z teorii gospodarki rynkowej [Scientific Works of the Department of Management], 250-269. Gdynia: Gdynia Maritime University. Prace Naukowe Katedry Zarza{ogonek}dzania, 2
45. Urtasun, A. and Guttierez, I. 2006. Hotel location in tourism cities. Madrid 1936-1998. Annals of Tourism Research, 33(1): 382-402.
46. Wong, A. O. M. A., Dean, A. M. and White, C. J. 1999. Analysing service quality in the hospitality industry. Managing Service Quality, 9(2): 136-143.
47. Yang, C.-C. 2003. Establishment and applications of the integrated model of service quality measurement. Managing Service Quality, 13: 310-324.
48. Zeithaml, V. A., Parasuraman, A. and Berry, L. L. 1990. Delivering quality service: Balancing customer perceptions and expectations, New York, NY: The Free Press.