The measurement of gaps in the quality of hotel services

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

“…The most interesting finding of Table IV is the negative view held by hotel managers in China on the service they deliver in meeting tourists' expectations. This contrasts with the results of past studies (Lewis, 1987), which showed that managers believed that they were doing a good job in meeting tourists' expectations, in most cases.…”

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

“…The most interesting finding of Table IV is the negative view held by hotel managers in China on the service they deliver in meeting tourists' expectations. This contrasts with the results of past studies (Lewis, 1987), which showed that managers believed that they were doing a good job in meeting tourists' expectations, in most cases.…”

Value of a hotel stay: a case study in Hong Kong

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Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling

“…Scale items were based on the 22 items of the original SERVQUAL instrument, but were modified to take account of the particular service setting. This scale has been widely replicated in both inferred disconfirmation and performance-only-based measures (Churchill and Suprenant, 1982;Bolton and Drew, 1991;Cronin and Taylor, 1992) and the factor structure found to be appropriate to a wide range of consumer services, of which university services are typical (Lewis, 1987;Babakus and Boller, 1992;Saleh and Ryan, 1991;Ryan and Cliff, 1997;Lam et al, 1997). However, it was felt that not all scale items would be directly relevant to measuring service quality in an online environment.…”

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

“…The most interesting finding of Table IV is the negative view held by hotel managers in China on the service they deliver in meeting tourists' expectations. This contrasts with the results of past studies (Lewis, 1987), which showed that managers believed that they were doing a good job in meeting tourists' expectations, in most cases.…”

Value of a hotel stay: a case study in Hong Kong

“……”

Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling

“…Scale items were based on the 22 items of the original SERVQUAL instrument, but were modified to take account of the particular service setting. This scale has been widely replicated in both inferred disconfirmation and performance-only-based measures (Churchill and Suprenant, 1982;Bolton and Drew, 1991;Cronin and Taylor, 1992) and the factor structure found to be appropriate to a wide range of consumer services, of which university services are typical (Lewis, 1987;Babakus and Boller, 1992;Saleh and Ryan, 1991;Ryan and Cliff, 1997;Lam et al, 1997). However, it was felt that not all scale items would be directly relevant to measuring service quality in an online environment.…”

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

“…The most interesting finding of Table IV is the negative view held by hotel managers in China on the service they deliver in meeting tourists' expectations. This contrasts with the results of past studies (Lewis, 1987), which showed that managers believed that they were doing a good job in meeting tourists' expectations, in most cases.…”

Value of a hotel stay: a case study in Hong Kong

“……”

Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling

“…Scale items were based on the 22 items of the original SERVQUAL instrument, but were modified to take account of the particular service setting. This scale has been widely replicated in both inferred disconfirmation and performance-only-based measures (Churchill and Suprenant, 1982;Bolton and Drew, 1991;Cronin and Taylor, 1992) and the factor structure found to be appropriate to a wide range of consumer services, of which university services are typical (Lewis, 1987;Babakus and Boller, 1992;Saleh and Ryan, 1991;Ryan and Cliff, 1997;Lam et al, 1997). However, it was felt that not all scale items would be directly relevant to measuring service quality in an online environment.…”