Measuring Service Quality in the Travel and Tourism Industry

Journal of Travel Research

Volumn 30, Issue 2, 1991, Pages 2-9

  Fick, Gavin R ^a   Brent Ritchie, J R ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84970092746     PISSN: 00472875     EISSN: 15526763     Source Type: Journal    
DOI: 10.1177/004728759103000201     Document Type: Article

References (23)

1. Block, Jack (1965). The Challenge of Response Sets. New York. Appleton-Century-Crofts
2. Churchill, Gilbert A, (1979). “ A Paradigm for Developing Better Measures for Marketing Concepts” Journal of Marketing Research, 16 64-73.
3. Cronbach, Lee J. (1950). “Further Evidence on Response Sets and Test Design” Educational and Psychological Measurement, 10 (1): 3-31.
4. Cronbach, Lee J., and L. Furby (1970). “How Should We Measure ‘Change’ — Or Should We?” Psychological Bulletin, 74 (1): 68-80.
5. _ (1974). Essentials of Psychological Testing, 4th ed New York: Harper and Row.
6. Donaldson, Gary (1983). “Confirmatory Factor Analysis Models of Information Processing Strategies: An Alternative to Difference Scores”. Psychological Bulletin, 94 (1). 143-51.
7. Gronroos, Christian (1982) “ An Applied Service Marketing Theory ” European Journal of Marketing, 16: 30-41.
8. Gore, Walter R, and Michael R. Geerkeen (1977). “Response Bias in Surveys of Mental Health: An Empirical Investigation”. American Journal of Sociology, 82 (6). 1, 289-317.
9. Jansen, Robert (1989) “Achieving Service Excellence in the Financial Services Industry”. National Productivity Review, 8 (Spring): 129-44.
10. Johns, Gary (1981) “Difference Score Measures of Organizational Behavior Variables: A Critique”. Organizational Behavior and Human Performance, 27. 443-63
11. Jones, Peter (1988). “The Impact of Trends in Service Operations on Food Service Delivery Systems”. International Journal of Operations & Production Management, 8 (7): 23-30.
12. Lovelock, Christopher H. (1983). “ Classifying Service to Gain Strategic Marketing Insights” Journal of Marketing, 47 (Summer): 9-20.
13. Parasuraman, A., Valarie A Zeithaml, and Leonard L. Berry (1985) “A Conceptual Model of Service Quality and Its Implications for Future Research”. Journal of Marketing, 49 (Fall): 41-50.
14. _ (1986). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality” Report No. 86-108. Cambridge, MA. Marketing Science Institute
15. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality” Journal of Retailing, 64 (Spring): 12-37.
16. Roser, L. G. (1965). “The Great Response Style Myth”. Psychological Bulletin, 63: 129-56.
17. Sasser, W. E., R. P. Olson, and D. D. Wyckoff (1978). Management of Service Operations, Boston: Allyn and Bacon.
18. Schumm, Walter R., and Julia E. Kirn (1982). “Evaluating Equity in the Marital Relationship: An Alternative Approach”, Psychological Reports, 51: 759-62.
19. Snedecor, George W., and William G. Cochran (1989). Statistical Methods. Iowa: Iowa State University Press.
20. Thompson, Phillip, Glenn DeSouza, and Bradley Gale (1985). “The Strategic Management of Service Quality”. Quality Progress, 8 (6): 20-25.
21. Werts, Charles E., and Robert L. Linn (1970). “A General Linear Model for Studying Growth”. Psychological Bulletin, 73 (1): 17-22.
22. Winkler, John D., David E. Kanouse, and John E. Ware, Jr. (1982). “Controlling for Acquiescence Response Set in Scale Development”. Journal of Applied Psychology, 67 (5): 555-61.
23. Zeithaml, Valerie A., A. Parasuraman, and Leonard L. Berry (1990). Delivering Quality Service. New York: The Free Press.