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1-7 of 7
Keywords: Hospitality industry
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Journal Articles
Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter?
Available to Purchase
Managing Service Quality: An International Journal (2014) 24 (1): 45–62.
Published: 07 January 2014
... conditional service guarantees. © Emerald Group Publishing Limited 2014 Service recovery Cultural orientation Hospitality industry Invoke intentions Service guarantees A service guarantee is defined as “an explicit promise made by the service provider to (a) deliver a certain level...
Journal Articles
Analysing service quality in the hospitality industry
Available to Purchase
Managing Service Quality: An International Journal (1999) 9 (2): 136–143.
Published: 01 April 1999
...Amy Wong Ooi Mei; Alison M. Dean; Christopher J. White Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000...
Journal Articles
Hospitality service quality and the role of performance appraisal
Available to Purchase
Managing Service Quality: An International Journal (1998) 8 (6): 402–406.
Published: 01 December 1998
.... Parasuraman et al.’s idea was then most widely recognized and used in SQ research. Hospitality industry Human resource planning Service quality TQM In all measuring aspects, Hong Kong was the most popular tourist destination in Asia in the past 30 years (Bailey, 1995). Worldwide...
Journal Articles
SERVQUAL and the Northern Ireland hotel sector: a comparative analysis ‐ part 1
Available to Purchase
Managing Service Quality: An International Journal (1996) 6 (6): 25–32.
Published: 01 December 1996
... redressed, will have serious consequences for the future success and development of the Province’s entire tourism sector. © MCB UP Limited 1996 Customer satisfaction Hospitality industry Northern Ireland Tourism In today’s hospitality environment, the true measure of company success...
Journal Articles
Dimensions of service quality: a study in Istanbul
Available to Purchase
Managing Service Quality: An International Journal (1995) 5 (6): 39–43.
Published: 01 December 1995
... Hotels Hospitality industry Service quality Turkey Data from 228 questionnaires were analysed, after the elimination of six unusable ones and factor analysis of the results of the Likert‐type questions produced seven factors which between them accounted for just under 60 per cent of the variation...
Journal Articles
Empowering employees – back to the future at Novotel
Available to Purchase
Managing Service Quality: An International Journal (1995) 5 (4): 16–21.
Published: 01 August 1995
... organization and unprecedented autonomy for the general manager of every hotel. Novotel has today reassumed its position as leader and innovator in the European hotel industry. © MCB UP Limited 1995 Hospitality industry Organizational change I would like to take you on a journey...
Journal Articles
Service Quality in the Northern Ireland Hospitality Industry
Available to Purchase
Managing Service Quality: An International Journal (1994) 4 (3): 36–40.
Published: 01 June 1994
... not meet their requirements in terms of choice and quality. This applies to a whole range of products and services including those provided by the hospitality industry. Managements are constantly striving to meet customer requirements and in an effort to fulfil this objective have turned to a wide...
