“…• Service performance/Service quality: Hartline and Jones (1996), Tucci and Talaga (1997), Ettenson and Turner (1997), Garretson and Clow (1998), Edvardsson (1998), Palakurthi and Getty (1998), Mattila (1999), Lam and Zhang (1999), Tucci and Talaga (2000), Rosen and Greenlee (2001), Tse (2001), Zhu (2005), Reimer and Kuehn (2005), Bebko et al (2006), Seo (2005), Kassim (2006), Mohamed (2007), Ko (2008), Sierra et al (2009), Namkung and Jang (2010), Kraft and Benet (2010), Wang et al (2010), Zhang et al (2013), Lin et al (2015).…”