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Service quality, image and loyalty towards Malaysian hotels
Cham, Tat-Huei; Easvaralingam, Yalini - In: International Journal of Services, Economics and Management 4 (2012) 4, pp. 267-281
influence the quality of services of hotels is critical for the success of the hotels. Corporate image and customer loyalty … should also be emphasised to ensure the sustainability of the hotels in this competitive industry. Hence, this study is … conducted to discover the factors influencing perceived service quality of Malaysian hotels, as well as exploring the …
Persistent link: https://www.econbiz.de/10010668929
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Performance topology mapping: understanding the drivers of performance
Silvestro, Rhian - In: International Journal of Production Economics 156 (2014) C, pp. 269-282
Understanding the drivers of performance is fundamental to the development of operations strategy and the effective management of operations. Emerging from the service management literature, the service profit chain is a framework which draws together many assumptions about the drivers of...
Persistent link: https://www.econbiz.de/10010906448
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Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies
Joseph, Mathew; Allbright, David; Stone, George; … - In: International Journal of Financial Services Management 1 (2005) 1, pp. 66-88
Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...
Persistent link: https://www.econbiz.de/10005753769
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The antecedents of re-purchase intentions: the service quality perspective
Perrone, Anthony; Wong, Ho Yin - In: International Journal of Services, Economics and Management 5 (2013) 3, pp. 203-221
The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and...
Persistent link: https://www.econbiz.de/10010674191
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Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies
Joseph, Mathew; Allbright, David; Stone, George; … - In: International Journal of Financial Services Management 1 (2005) 1, pp. 66-88
Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...
Persistent link: https://www.econbiz.de/10008580352
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The role of IT-enabled collaborative decision making in inter-organizational information integration to improve customer service performance
Wong, Christina W.Y.; Lai, Kee-hung; Cheng, T.C.E.; … - In: International Journal of Production Economics 159 (2015) C, pp. 56-65
While inter-organizational information integration is believed to benefit supply chain management (SCM), prior studies have shown mixed results. Based on Organizational Information Processing Theory, we question this belief and highlight the importance of information technology (IT)-enabled...
Persistent link: https://www.econbiz.de/10011116418
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Sustainability and environmental technology in Cyprus hotel industry
Malindretos, George; Sdrali, Despina; Goussia-Rizou, Maria - In: International Journal of Sustainable Economy 6 (2014) 2, pp. 171-188
one to five star hotels in selected areas of Cyprus. The results indicated that the respondents accept the interaction …
Persistent link: https://www.econbiz.de/10010816421
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Service innovation strategies in Greek hotel sector: an exploratory study using the statistical method of multidimensional analysis
Kitsios, Fotis; Moschidis, Odysseas; Livanis, Efstratios - In: International Journal of Data Analysis Techniques and … 5 (2013) 1, pp. 49-62
strategies for hotels to gain competitive advantage. Due to the lack of capitalised knowledge on the pathways of new service …
Persistent link: https://www.econbiz.de/10010816807
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Strategic reflexivity in the hotel industry - a value-based analysis
Thrassou, Alkis; Vrontis, Demetris; Bresciani, Stefano - In: World Review of Entrepreneurship, Management and … 10 (2014) 2/3, pp. 352-371
In an incessantly altering global tourism industry, hotels are forced to develop new strategic models. Models that do … research finally proposes a preliminary generic value-based strategic reflexivity model for individual hotels, expanding in …
Persistent link: https://www.econbiz.de/10010816984
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Determinants of performance in the hotel industry - an empirical analysis of Italy
Bresciani, Stefano; Thrassou, Alkis; Vrontis, Demetris - In: Global Business and Economics Review 17 (2015) 1, pp. 19-34
whether variables such as size, category and variety of services provided, positively influence the performance of the hotels … includes the selection process of a sample of 450 hotels, and a questionnaire survey based on this sample. Finally, the …
Persistent link: https://www.econbiz.de/10011207742