Have a personal or library account? Click to login
Importance of Various Service Types in Hotels - Empirical Analysis Cover

Importance of Various Service Types in Hotels - Empirical Analysis

Open Access
|Dec 2016

References

  1. Ariffin, A. A. M. & Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors, International Journal of Hospitality Management, 31(1), 191-198.10.1016/j.ijhm.2011.04.012
  2. Blanchard, R. F. & Galloway, R. L. (1994). Quality in retail banking, International Journal of Service Industry Management, 5(4), 5-23.10.1108/09564239410068670
  3. Cadotte, E. R. & Turgeon, N. (1988). Key factors in guest satisfaction, Cornell Hotel and Restaurant Administration Quarterly , 45-51.10.1177/001088048802800415
  4. Chi, C. G. & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination, International Journal of Hospitality Management, 28(2), 245-253.10.1016/j.ijhm.2008.08.003
  5. Choi, T. Y. & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry, International Journal of Hospitality Management, 20(3), 277-297.10.1016/S0278-4319(01)00006-8
  6. Chu, R. K. & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers, Tourism management, 21(4), 363-377.10.1016/S0261-5177(99)00070-9
  7. Dominici, G. & Guzzo, R. (2010). Customer satisfaction in the hotel industry: a case study from Sicily, International Journal of Marketing Studies, 2(2), 3-12.10.5539/ijms.v2n2p3
  8. Dubé, L. & Renaghan, L. M. (2000). Creating visible customer value, Cornell Hospitality Quarterly, 41(1), 62-72.10.1177/001088040004100124
  9. Enea, M. & Piazza, T. (2004). Project selection by constrained fuzzy AHP, Fuzzy optimization and decision making, 3(1), 39-62.10.1023/B:FODM.0000013071.63614.3d
  10. FitzPatrick, M., Davey, J., Muller, L. & Davey, H. (2013). Value-creating assets in tourism management: Applying marketing's service-dominant logic in the hotel industry, Tourism Management, 36, 86-98.10.1016/j.tourman.2012.11.009
  11. Gilbert, D. & Tsao, J. (2000). Exploring Chinese cultural influences and hospitality marketing relationships, International Journal of Contemporary Hospitality Management, 12(1), 45-54.10.1108/09596110010305037
  12. Gu, H. & Ryan, C. (2008). Chinese clientele at Chinese hotels-Preferences and satisfaction, International Journal of Hospitality Management, 27(3), 337-345.10.1016/j.ijhm.2007.10.005
  13. Harrison, F. E. (1999). The Managerial Decision - Making Process (5th ed). Boston: Houghton Miffl.
  14. Hawkins, D. I., Mothersbaugh, D. L. & Best, R. J. (2007). Consumer behavior: Building marketing strategy. Boston: McGraw-Hill/Irwin.
  15. Kasper, H., Helsdingen, P. & Gabbott, M. (2006). Services Marketing Management: A Strategic Perspective ( 2nd ed). Ontario: John Wiley & Sons.
  16. Khoo-Lattimore, C. & Prayag, G. (2015). The girlfriend getaway market: Segmenting accommodation and service preferences, International Journal of Hospitality Management, 45, 99-108.10.1016/j.ijhm.2014.12.003
  17. Kim, W. G., Han, J. S. & Lee, E. (2001). Effects of relationship marketing on repeat purchase and word of mouth, Journal of Hospitality & Tourism Research, 25(3), 272-288.10.1177/109634800102500303
  18. Knutson, B. J. (1988). Ten laws of customer satisfaction, The Cornell Hotel and Restaurant Administration Quarterly, 29(3), 14-17.10.1177/001088048802900309
  19. Krejčí, J. & Stoklasa, J. (2016). Fuzzified AHP in the evaluation of scientific monographs, Central European Journal of Operations Research, 24(2), 353-370.10.1007/s10100-015-0399-2
  20. Lam, T. & Zhang, H. Q. (1999). Service quality of travel agents: the case of travel agents in Hong Kong, Tourism management, 20(3), 341-349.10.1016/S0261-5177(98)00118-6
  21. Li, G., Law, R., Vu, H. Q. & Rong, J. (2013). Discovering the hotel selection preferences of Hong Kong inbound travelers using the Choquet Integral, Tourism Management, 36, 321-330.10.1016/j.tourman.2012.10.017
  22. Lockyer, T. (2005). Understanding the dynamics of the hotel accommodation purchase decision, International Journal of contemporary hospitality management, 17(6), 481-492.10.1108/09596110510612121
  23. Matanda, M., Mavondo, F. & Schroder, B. (2009). Customer Satisfaction: An Evaluation Of Horticutural Produce Purchasers. In Australian and New Zealand Marketing Academy Conference. Melbourne.
  24. Mccleary, K. W., Weaver, P. A. & Hutchinson, J. C. (1993). Hotel selection factors as they relate to business travel situations, Journal of Travel Research, 32(2), 42-48.10.1177/004728759303200206
  25. Medjoudj, R., Laifa, A. & Aissani, D. (2012). Decision making on power customer satisfaction and enterprise profitability analysis using the Analytic Hierarchy Process, International Journal of Production Research, 50(17), 4793-4805.10.1080/00207543.2012.660794
  26. Merlo, E. M. & de Souza João, I. (2011). Consumers attribute analysis of economic hotels: An exploratory study, African Journal of Business Management, 5(21), 8410-8416.10.5897/AJBM10.250
  27. Min, H., Min, H., Chung, K., Dynamic benchmarking of hotel service quality, Journal of Services Marketing, Vol 16, Issue 4, 2002, 302-321; Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective, International Journal of Hospitality Management, 18(1), 67-82.
  28. Oh, H. & Parks, S. C. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry, Hospitality Research Journal, 20(3), 35-64.
  29. Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Process in Retail Settings, Journal of Retailing, 57, 25-48.
  30. Poon, W. C. & Lock-Teng Low, K. (2005). Are travellers satisfied with Malaysian hotels?, International Journal of Contemporary Hospitality Management, 17(3), 217-227.10.1108/09596110510591909
  31. Reichheld, F. P. & Sasser, W. E. (1990). Zero defeciions: Quoliiy comes to services, Harvard business review, 68(5), 105-111.
  32. Reisinger, Y. & Turner, L. (1997). Cross-cultural differences in tourism: Indonesian tourists in Australia, Tourism Management, 18(3), 139-147.10.1016/S0261-5177(96)00115-X
  33. Roman, C. & Martín, J.C. (2016). Hotel attributes: Asymmetries in guest payments and gains-A stated preference approach, Tourism Management, 52, 488-497.10.1016/j.tourman.2015.08.001
  34. Rong, J., Vu, H. Q., Law, R. & Li, G. (2012). A behavioral analysis of web sharers and browsers in Hong Kong using targeted association rule mining, Tourism Management, 33(4), 731-740.10.1016/j.tourman.2011.08.006
  35. Saaty, T. L. (2000). Fundamentals of decision making and priority theory with the analytic hierarchy process (Vol. 6). Rws Publications.
  36. Saaty, T.L. & Peniwati, K. (2008). Group Decision Making: Drawing out and Reconciling Differences. Pittsburgh: RWS Publications.
  37. Saleh, F. & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model, Service Industries Journal, 11(3), 324-345.10.1080/02642069100000049
  38. Sammons, G., Moreo, P., Benson, L. F. & Demicco, F. (1999). Analysis of female business travelers' selection of lodging accommodations, Journal of Travel & Tourism Marketing, 8(1), 65-83.10.1300/J073v08n01_04
  39. Sohrabi, B., Vanani, I. R., Tahmasebipur, K. & Fazli, S. (2012). An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels, International Journal of Hospitality Management, 31(1), 96-106.10.1016/j.ijhm.2011.06.002
  40. Song, H., van der Veen, R., Li, G. & Chen, J. L. (2012). The Hong Kong tourist satisfaction index, Annals of Tourism Research, 39(1), 459-479.10.1016/j.annals.2011.06.001
  41. Stringam, B. B., Gerdes Jr, J. & Vanleeuwen, D. M. (2010). Assessing the importance and relationships of ratings on user-generated traveler reviews, Journal of Quality Assurance in Hospitality & Tourism, 11(2), 73-92.10.1080/1528008X.2010.482000
  42. Tanford, S., Raab, C. & Kim, Y. S. (2012). Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels, International Journal of Hospitality Management, 31(2), 319-328.10.1016/j.ijhm.2011.04.006
  43. Teas, R.K. (1994). Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment, Journal of Marketing, 58 (1), 132-139.10.1177/002224299405800111
  44. Tsai, H., Yeung, S. & Yim, P. H. (2011). Hotel selection criteria used by mainland Chinese and foreign individual travelers to Hong Kong, International Journal of Hospitality & Tourism Administration, 12(3), 252-267.10.1080/15256480.2011.590738
  45. Verma, R. & Plaschka, G. (2003). Customer-choice modeling reflections, advances, and managerial implications, Cornell Hotel and Restaurant Administration Quarterly, 44(5-6), 156-165.10.1177/001088040304400521
  46. Verma, R., Plaschka, G. & Louviere, J. (2002). Understanding customer choices: a key to successful management of hospitality services, Cornell Hotel and Restaurant Administration Quarterly, 43(6), 15-24.10.1016/S0010-8804(02)80068-4
  47. Watson, E. H., McKenna, M. A. & McLean, G. M. (1992). TQM and services: implementing change in the NHS, International Journal of Contemporary Management, 4(2), 17-20. 10.1108/09596119210010420
DOI: https://doi.org/10.1515/ethemes-2016-0020 | Journal eISSN: 2217-3668 | Journal ISSN: 0353-8648
Language: English
Page range: 403 - 423
Submitted on: Dec 21, 2016
Accepted on: Oct 3, 2016
Published on: Dec 30, 2016
Published by: University of Niš, Faculty of Economics
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year

© 2016 Aleksandar Đorđević, Bojan Zečević, Branislava Hristov Stančić, published by University of Niš, Faculty of Economics
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.