The DOI matches its Crossref record; 17 of the 17 references it cites were found in a registry or an index.
Passenger expectations and airline services: a Hong Kong based study
Overview
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Claims the paper makes
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Self-check
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Citations
Cites
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993) · Journal of Marketing Research · doi:10.1177/002224379303000102 · Cited by 3,416
Services Marketing: Integrating Customer Focus Across the Firm
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (1996) · University of Maribor digital library (University of Maribor) · Cited by 3,063
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions
Carman, J. M. (1990) · Journal of Retailing · Cited by 2,894
Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality
Teas, R. K. (1993) · Journal of Marketing · doi:10.1177/002224299305700402 · Cited by 1,651
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993) · Journal of Marketing Research · doi:10.2307/3172510 · Cited by 1,518
UNDERSTANDING CUSTOMER EXPECTATION OF SERVICE
(1991) · Cited by 1,479
The evaluation of airline service quality by fuzzy MCDM
Tsaur, S.-H., Chang, T.-Y., & Yen, C.-H. (2002) · Tourism Management · doi:10.1016/s0261-5177(01)00050-4 · Cited by 884
Cited by
eAirlines: Strategic and tactical use of ICTS in the airline industry
Buhalis, D. (2004) · Information & Management · doi:10.1016/j.im.2003.08.015 · Cited by 290
Metadata
- Authors
- Gilbert, D., & Wong, R. K. C.
- Venue
- Tourism Management
- Publisher
- Elsevier BV
- Published
- 2003-10
- Volume
- 24
- Issue
- 5
- Pages
- 519-532
- ISSN
- 0261-5177 (ISSN-L)
- OpenAlex
- W2052307074
- Cited by
- 441
- References
- 17
- FWCI
- 11.22
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
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- CoChat. (2026). Citation check: Passenger expectations and airline services: a Hong Kong based study. https://app.cochat.ai/papers/10.1016/s0261-5177(03)00002-5
- The paper
- Gilbert, D., & Wong, R. K. C. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management. https://doi.org/10.1016/s0261-5177(03)00002-5
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
