作者
Amy Wong Ooi Mei, Alison M Dean, Christopher J White
发表日期
1999/4/1
期刊
Managing service quality
卷号
9
期号
2
页码范围
136-143
出版商
Emerald Group Publishing Limited
简介
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 questionnaires were distributed at five mid-luxury hotels in Australia during July to October 1998 and a response rate of 15.5 per cent achieved. Key findings of the study are that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance), tangibles and reliability, and the best predictor of overall service quality is the dimensions referred to as
引用总数
学术搜索中的文章
AWO Mei, AM Dean, CJ White - Managing service quality, 1999
A Wong Ooi Mei, AM Dean, CJ White - Managing Service Quality: An International Journal, 1999
CJ White - Journal of Service Theory and Practice, 1999