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Tourismusunternehmen im Spannungsfeld der Finanz- und Immobilienkrise: Eine theoriegeleitete Bestandsaufnahme zur Rolle internationaler Hotelgesellschaften
Frehse, Jörg - In: Zeitschrift für Tourismuswissenschaft 2 (2010) 1, pp. 63-79
gezogen. Infolgedessen verzeichnet auch die Hotellerie als deren Hauptleistungsträger gegenwärtig gravierende Performance …Abstract The real estate and financial crisis has hit the international tourism industry hard. As a result, its …
Persistent link: https://www.econbiz.de/10014624219
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Differences in service quality perceptions of stakeholders in the hotel industry
Dedeoğlu, Bekir Bora; Demirer, Halil - In: International Journal of Contemporary Hospitality Management 27 (2015) 1, pp. 130-146
Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions...
Persistent link: https://www.econbiz.de/10014764679
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Employee evaluations of service quality at banks and credit unions
Allred, Anthony T. - In: International Journal of Bank Marketing 19 (2001) 4, pp. 179-185
Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with...
Persistent link: https://www.econbiz.de/10014759748
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Benchmarking measures of customer satisfaction, quality and performance for new financial service products
Edgett, Scott; Snow, Kim - In: Journal of Services Marketing 10 (1996) 6, pp. 6-17
Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking...
Persistent link: https://www.econbiz.de/10014905570
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Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA
Ford, John B.; Joseph, Mathew; Joseph, Beatriz - In: Journal of Services Marketing 13 (1999) 2, pp. 171-186
Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance...
Persistent link: https://www.econbiz.de/10014905637
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Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA
Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad; … - In: International Journal of Quality & Reliability Management 33 (2016) 2, pp. 160-177
Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star...
Persistent link: https://www.econbiz.de/10014801527
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Customer satisfaction, service quality, and customer value: years 2000-2015
Oh, Haemoon; Kim, Kawon - In: International Journal of Contemporary Hospitality Management 29 (2017) 1, pp. 2-29
Purpose This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ …) and customer value (CV) published in several established hospitality and tourism journals over the past 15-16 years. A … and tourism discipline. Design/methodology/approach This study reviewed 242 articles appearing in six selected hospitality …
Persistent link: https://www.econbiz.de/10014765001
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Personalmanagement im Tourismus zwischen theoretischen Anforderungen und betrieblicher Realität: Eine kritische Bestandsaufnahme
Gardini, Marco A. - In: Zeitschrift für Tourismuswissenschaft 6 (2014) 1, pp. 57-74
Zukunft gerecht zu werden, stehen viele Protagonisten aus dem Tourismus erst am Anfang dieser Entwicklung. Entsprechende … Forschungsfelder zur Relevanz der Mitarbeiter im Kontext persönlichkeitsintensiver Dienstleistungsbranchen wie dem Tourismus gezogen …. Diese Erkenntnisse werden im Anschluss mit den Realitäten und Evidenzen im Personalmanagement im Tourismus konfrontiert, mit …
Persistent link: https://www.econbiz.de/10014624355
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Will hotel employees’ perception of unethical managerial behavior affect their job satisfaction?
Wong, Simon Chak-keung; Li, Jane Shiyin - In: International Journal of Contemporary Hospitality Management 27 (2015) 5, pp. 853-877
Purpose – This study aims to investigate how Chinese hotel employees (Zhejiang province in mainland China) perceive unethical managerial behavior. It targets to identify any underlying dimensions that exist among the hotel employees. This study also aims to discover any relationship between...
Persistent link: https://www.econbiz.de/10014764391
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Sightseeing spot satisfaction of inbound tourists: comparative analysis of first-time visitors and repeat visitors in Japan
Yoo, Bosul; Katsumata, Sotaro - In: International Journal of Tourism Cities 9 (2022) 1, pp. 111-127
Purpose This study aims to enhance knowledge on marketing strategies to increase repeat visitors. Furthermore, the authors suggest using appropriate destination information tailored to first-time visitors and repeat visitors as social capital. Design/methodology/approach This study compares the...
Persistent link: https://www.econbiz.de/10014813980