The author proposes and tests an integrative model of service quality, customer value, and
customer satisfaction. Using a sample from the luxury segment of the hotel industry, this …

The present study examines the relationships among customer satisfaction, service quality
and perceived value. These variables are increasingly recognised as being sources of …

Purpose–The purpose of this paper is to examine the impact of self‐congruence on
consumer satisfaction with services and to develop and test a conceptual model of the …

Service quality, customer satisfaction and price are important selection criteria for the guests
and key determinants of post‐purchase behavior such as word‐of‐mouth and repurchase …

Focusing on the hotel industry, this study builds a functional definition of customer
satisfaction and a practical approach to facilitate its measurement. Field research conducted …

Purpose–The purpose of this paper was to determine whether luxury hotel managers and
customers have the same understanding of service quality and satisfaction and whether …

Abstract Service quality, perceived value and customer satisfaction are variables of high
interest to marketers. These variables have been suggested to have an influence on …

Both quality and experience are discussed as antecedents of satisfaction and loyalty in
services. Despite their popularity in measuring success, no previous study compared the …

This paper focuses on the development and application of a 26-item instrument which can
help hotels measure, assess and manage the quality of their guest service. First, it briefly …

Attracting new customers alone is insufficient, as the management must concentrate on
preventing" customers-exit" since the cost of attracting new customers is higher than the cost …