The Augmented Service Offering for Perceived and Actual Service Quality

Ozment, John; Morash, E A

doi:10.1177/0092070394224004

Cited by 72 publications

(40 citation statements)

References 27 publications

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“…Although it is meaningful to retrace one's steps to assess the current providing tourism programs and redesign them, it is more efficient and economical to design memorable tourism experience in the first place (Ozment & Morash, 1994). Therefore, destination marketers should consider the identified dimensions in developing tourism programs.…”

Section: Discussionmentioning

confidence: 99%

Development of a Scale to Measure Memorable Tourism Experiences

Kim

Ritchie

McCormick

2010

Journal of Travel Research

1,039

948

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The quality experiences provided to customers, which are indeed memorable, directly determine a business's ability to generate revenue (Pine and Gilmore 1999). However, the extant tourism literature has provided limited explanation of the factors that characterize memorable tourism experiences. Thus, the goal of the present study was to develop a valid and reliable measurement scale that will assist in understanding the concept and in improving the effective management of the memorable experience. Following Churchill's (1979) recommended process, we developed a 24-item memorable tourism experience scale that we believe is applicable to most destination areas. The scale comprises seven domains: hedonism, refreshment, local culture, meaningfulness, knowledge, involvement, and novelty. The data support this dimensional structure of the memorable tourism experience as well as its internal consistency and validity (i.e., content, construct, convergent, and discriminant validity). Theoretical and managerial implications of the study results are discussed in detail.

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Section: Discussionmentioning

confidence: 99%

Development of a Scale to Measure Memorable Tourism Experiences

Kim

Ritchie

McCormick

2010

Journal of Travel Research

1,039

948

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“…Therefore, service quality and its perceptions can be influenced by different internal processes and interpersonal variables. According to Sierra and McQuitty (2005), in the case of a close interaction between a service employee and a customer, the manner in which the service is performed is often more important than what is actually delivered (Ozment and Morash, 1994). In social exchange, for which customers and employees perceive some degree of shared responsibility, and the success or failure of the outcome produces an emotional response (Sierra and McQuitty, 2005).…”

Section: Service Quality and Social Exchange Theorymentioning

confidence: 99%

Unraveling the diverse nature of service quality in a sharing economy

Priporas

Stylos

Rahimi

et al. 2017

Int J Contemp Hospitality Mngt

183

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Purpose-This study investigates customers' perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects of interactivity between guests and hosts.Design/methodology/approach-A self-administered questionnaire consisting of 25 accommodation-specific service quality attributes, structured according to Akbaba's (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis. Findings-The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in 2 easily accessible information and efficient resolution of problems during their stay. We also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings.Research limitations/implications-Airbnb is one of the most well-known examples of hospitality in the sharing economy and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality.Practical implications-The current study can assist hosts in gaining better knowledge of guests' decision making processes and in designing effective marketing strategies by focusing on guests' requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests' positive experiences at the accommodation and at the destination.Originality/value-Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.

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“…Apart from Ozment and Morash (1994), who provided empirical evidence of the close relationships between the ASO model and perceived service quality in the airline industry, little research (e.g. Sanghera, Chernatony and Brown, 2002) seems to have responded to the call for additional confirmatory studies in other service settings.…”

Section: The Basic Service Packagementioning

confidence: 99%