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References from A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry. Local targets link to admitted publications; unresolved targets remain external evidence.
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10.1287/mksc.12.2.125 · 1993 · External reference
Applying Herzbeg’s hygiene factors to the changing accommodation environment
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Adapting the SERVQUAL Scale to hospital services; an empirical investigation
1991 · External reference
Evaluating service encounters; the effects of physical surroundings and employee response
10.1177/002224299005400206 · 1990 · External reference
Encounter satisfaction versus overall satisfaction; the consumer’s voice
1994 · External reference
Measuring service quality in restaurants; an application of The SERVQUAL Instrument
10.1177/109634809401800102 · 1994 · External reference
Measuring service quality in the car industry building and testing an instrument
10.1108/09564239210019441 · 1992 · External reference
A dynamic process model of service quality; from expectations to behavioural intention
1993 · External reference
Unresolved reference
1978 · External reference
Measuring service quality
10.1177/002224299205600304 · 1992 · External reference
Unresolved reference
1984 · External reference
Cumulative service encounter satisfaction in the hotel conference process
10.1108/09564239410068715 · 1994 · External reference
Unresolved reference
1982 · External reference
Quality in services and quality in service organisations; a model for quality assessment.
1988 · External reference
An evaluation of the SERVQUAL Scale in a retail setting
1991 · External reference
The relationship between quality, satisfaction, and recommending behaviour in lodging decisions
10.1300/j150v02n03_02 · 1994 · External reference
Quality management and the tourism and hospitality industry
1992 · External reference
A service quality model and its marketing implications
10.1108/eum0000000004784 · 1984 · External reference
Quality and value in the consumption experience
1985 · External reference
Distinguishing service quality and customer satisfaction; the voice of the customer
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Investigation of the perceived components of the meal experience using perceptual gap methodology
1996 · External reference
A framework for developing quality strategy in a customer processing operation
1987 · External reference
Unresolved reference
1951 · External reference
LODGSERV
1990 · External reference
Getting the most from market research
10.1177/001088048402500120 · 1984 · External reference
Getting the most from Market research
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Modelling perceived service quality using different comparison standard
1994 · External reference
Different comparison standard as determinants of service quality
1993 · External reference
Unresolved reference
1983 · External reference
Unresolved reference
1989 · External reference
Customer satisfaction and service quality
1997 · External reference
A cognitive model of the antecedents and consequences of satisfaction decisions
10.1177/002224378001700405 · 1980 · External reference
A conceptual model of service quality and service satisfaction
1993 · External reference
A conceptual model of service quality and its implications for future research
10.1177/002224298504900403 · 1985 · External reference
SERVQUAL a multiple-item scale for measuring consumer perception of service quality
1988 · External reference
Refinement and reassessment of the SERVQUAL scale
1991 · External reference
Alternative scales for measuring service quality
10.1016/0022-4359(94)90032-9 · 1994 · External reference
Disconfirmation of expectations and the gap model of service quality
1993 · External reference
Defining quality
10.2307/258934 · 1994 · External reference
Hotels and group identity
1984 · External reference
Interpersonal communication; the contribution of dyadic analysis to the understanding of tourism behaviour
1995 · External reference
Unresolved reference
1994 · External reference
A social information processing approach to job attribution and task decision
10.2307/2392563 · 1978 · External reference
Analysing service quality in the hospitality industry using the SERVQUAL Model
10.1080/02642069100000049 · 1992 · External reference
Making trade-offs between job attributes
10.1016/0030-5073(81)90003-9 · 1981 · External reference
Measuring service quality
10.1080/0267257x.1995.9964341 · 1995 · External reference
An empirical examination of a model of perceived service quality and satisfaction
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Consumers and providers expectations and experiences in evaluating professional service quality
10.1007/bf02723377 · 1989 · External reference
Unresolved reference
1978 · External reference
Linking service quality, customer satisfaction, and behavioural intention
1989 · External reference
Consumer perceptions of price, quality and value
10.1177/002224298805200302 · 1988 · External reference
