A service quality evaluation scale for the hospitality sector: Dimensions, attributes and behavioural intentions

Worldwide Hospitality and Tourism Themes

Volumn 2, Issue 4, 2010, Pages 383-397

  Salazar, Ana ^a,b   Costa, Jorge ^a,b   Rita, Paulo ^c  

^a UNIVERSIDADE FERNANDO PESSOA   (Portugal)

^b IPDT Instituto de Turismo   (Portugal)

^c UNIVERSITY INSTITUTE OF LISBON   (Portugal)

Author keywords

Customer services quality; Hospitality management; Portugal

Indexed keywords

EID: 84875975916     PISSN: 17554217     EISSN: 17554225     Source Type: Journal    
DOI: 10.1108/17554211011074047     Document Type: Article

References (34)

1. Augustyn, M., Ho, S.K. (1998), "Service quality and tourism" in Journal of Travel Research, Vol. 37, August, pp. 71-5.
2. Barsky, J.D., Labagh, R. (1992), "A strategy for customer satisfaction" in Cornell Hotel & Restaurant Administration Quarterly, Vol. 33, pp. 32-7.
3. Barsky, J., Nash, L. (2002), "Evoking emotion: affective keys to hotel loyalty" in Cornell Hotel & Restaurant Administration Quarterly, Vol. 43, February, pp. 39-46.
4. Berry, L.L., Parasuraman, A., Zeithaml, V.A. (1994), "Improving service quality in America: lessons learned" in Academy of Management Executive, Vol. 8, No. 2, pp. 32-52.
5. Bitner, M.J., Zeithaml, V.A. (2000), Services Marketing Integrating Customer Focus Across the Firm, 2nd ed., McGraw-Hill, New York, NY.
6. Bolton, R.N., Drew, J.H. (1991b), "A multistage model of customers' assessments of service quality and value" in Journal of Customer Research, Vol. 17, March, pp. 375-84.
7. Boulding, W., Kalra, A., Staelin, R., Zeithaml, V.A. (1993), "A dynamic process model of service quality: from expectations to behavioral intentions" in Journal of Marketing Research, Vol. 30, February, pp. 7-27.
8. Butcher, K., Sparks, B., O'Callaghan, F. (2003), "Beyond core service" in Psychology & Marketing, Vol. 20, No. 3, pp. 187-208.
9. Carman, J.M. (1990), "Customer perceptions of service quality: an assessment of the SERVQUAL dimensions" in Journal of Retailing, Vol. 66, No. 1, pp. 35-55.
10. Crosby, P.B. (1979), Quality is Free, McGraw-Hill, New York, NY.
11. Dean, A.W.O.M.A.M., White, C.J. (1999), "Analyzing service quality in the hospitality industry" in Managing Service Quality, Vol. 9, No. 2, pp. 136-46.
12. Fornell, C., Anderson, E.W. (1994), "A customer satisfaction research prospectus" in Rust, R.T. and Oliver, R.L. (Eds.), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oakes, CA, pp. 241-68.
13. Getty, J.M., Thompson, K.N. (1994), "The relationship between quality, satisfaction, and recommending behaviour in lodging decisions" in Journal of Hospitality & Leisure Marketing, Vol. 2, No. 3, pp. 3-22.
14. Gonzales, M., Comesans, L., Brea, J. (2007), "Assessing tourist behavioral intentions trough perceived service quality and consumer satisfaction" in Journal of Business Research, Vol. 60, No. 2, pp. 153-60.
15. Grönroos, C. (2004), Service Management and Marketing, 2nd ed., Wiley, New York, NY.
16. Johns, N. (1993), "Quality management in the hospitality industry: part 3 - Re" in International Journal of Contemporary Hospitality Management, Vol. 5, No. 1, p. 10.
17. Krishnan, S., Olshavsky, R. (1995), "The dual role of emotions in consumer satisfaction/dissatisfaction" in Advances in Consumer Research, Vol. 22, pp. 454-60.
18. Lockwood, A. (1994), "Using service incidents to identify quality improvement points" in International Journal of Contemporary Hospitality Management, Vol. 6, Nos 1/2, pp. 75-80.
19. Oliver, R.L. (1993), "Cognitive, affective and attribute bases of satisfaction response" in Journal of Consumer Research, Vol. 20, December, pp. 25-48.
20. Phillips, L., Chang, D.E., Buzzell, R. (1983), "Product quality, cost position and business performance: a test of some key hypotheses" in Journal of Marketing, Vol. 47, Spring, pp. 26-43.
21. Pizam, A., Ellis, T. (1999), "Customer satisfaction and its measurement in hospitality enterprises" in International Journal of Contemporary Hospitality Management, Vol. 11, No. 7, pp. 326-39.
22. Reichheld, F.F., Sasser, W.E. (1990), "Zero defections: quality comes to services" in Harvard Business Review, Vol. 68, September-November, pp. 105-11.
23. Rust, R., Oliver, R. (1994) in Rust, R. and Oliver, R. (Eds.), Service Quality New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 1-19.
24. Salazar, A., Costa, J., Gomes, J. (2003), "Service quality evaluation: a study on the Portuguese hospitality sector", Proceedings of the Council for Hospitality Management Education (CHME) 12th Annual Research Conference, Sheffield, UK, 23-24 April.
25. Sánchez, M., Gazquez, J.C. (2004), "Effects of service quality dimensions on behavioral purchase intentions", Proceedings of the 33th EMAC, Múrcia, Spain.
26. Sureshchandae, G., Rajendran, C., Anantharaman, R. (2002), "Determinants of customer perceived service quality: a confirmatory factor anlysis approach" in Journal of Services Marketing, Vol. 16, No. 1, pp. 9-34.
27. Wilking, H., Merrilees, B., Herington, C. (2006), "Toward an understanding of total service quality in hotels" in International Journal of Hospitaly Management, Vol. 26, No. 4, pp. 840-53.
28. Wisner, J.D., Corney, W.J. (1997), "An empirical study of customer comment card quality and design characteristics" in International Journal of Contemporary Hospitaly Management, Vol. 9, No. 3, pp. 110-5.
29. Zeithaml, V.A., Bitner, M.J. (1996), Services Marketing, International Editions, McGraw-Hill, New York, NY.
30. Akbaba, A. (2005), "Measuring service quality in the hotel industry: a study in a business hotel in Turkey" in International Journal of Hospitality Management, Vol. 25, No. 2, pp. 170-92.
31. Bigné, J.R., Aldás-Manzano, J., Küster, I., Vila, N. (2002), "The concept mapping approach in marketing: an application in the travel agencies sector" in Qualitative Market Research: An International Journal, Vol. 5, No. 2, pp. 87-95.
32. Harvey, J. (1998), "Service quality: a tutorial" in Journal of Options Management, Vol. 16, pp. 583-97.
33. Hudson, S. (2008), Marketing for Tourism and Hospitality - A Global Perspective, Sage, Newbury Park, CA.
34. Ladhari, R. (2009), "Service quality, emotional satisfaction and behavioral intentions, a study in the hotel industry" in Managing Service Quality, Vol. 19, No. 3, pp. 308-31.