The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered.

Transformational tourism is an emerging form of tourism that deserves better attention from researchers and reviewers. This article provides a better understanding of the phenomenon, its varieties and its different stages, drawing on the metaphor of Campbell's archetypical journey of transformation: hero's journey. Using a phenomenological approach, the article tries to shed some light upon the conditions of the touristic experiences that foster transformation. Eight factors were identified: personal situation, being away doing unfamiliar activities, interaction with people, live the moment, difficulty, setting, reflection and integration. The three stages of the hero's journey (departure, initiation and return) are subsequently applied to describe the transformative travel process. The paper concludes with implications for research and professional practice.

Purpose Although many studies have concentrated on analyzing the impact of the implementation of ISO 9001 certification, there is still a clear need for research in specific sectors. The purpose of this paper is to focus on the implementation of this international management system standard in the tourism industry, and in particular the motivations conducting to its adoption and the satisfaction derived from it. Design/methodology/approach A questionnaire survey was conducted among 120 ISO 9001-certified Spanish tourism companies. Confirmatory factor analysis tests were used to verify the scales validity and reliability. The logit model was utilized to investigate the statistical effects of ISO certification. Findings The paper findings showed that the certified companies in the tourism industry implement ISO 9001 more for internal reasons, like improving processes and procedures or products and/or services, than for external reasons, like the image of the company or promotional or sales tools. The variables size, age and use of a consultant affect the cost and time factors for the implementation of a quality system. In addition, the certification process generated three categories of benefits, with the organizational and control benefits being the more relevant. These benefits are correlated to the antiquity of the certificate. In the final analysis, results show that tourism companies are generally satisfied with the ISO 9001 certificate. Originality/value The ISO 9001 quality management system is part of the modern management tools. The paper contributes to a better understanding of the motivations and benefits for implementing the ISO 9001 certification and to the analysis of its application in a particular industry as important as the tourism industry in Spain, a country that is recognized for its leadership in tourism.

No abstract

No abstract