The DOI matches its Crossref record; 16 of the 16 references it cites were found in a registry or an index.
Measuring Service Quality in the Travel and Tourism Industry
Abstract
The SERVQUAL instrument has been proposed as an instrument for the measurement of perceived service quality within a wide range of service categories. The current research examines both the operation of the scale and its management implications in four major sectors of the travel and tourism industry. Concerns regarding the SERVQUAL scale and its limitations and problems are discussed; within and across service category comparisons are also considered. Finally, other areas requiring attention in the area of quality of service are suggested.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
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
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
How we should measure "change": Or should we?
Cronbach, L. J., & Furby, L. (1970) · Psychological Bulletin · doi:10.1037/h0029382 · Cited by 2,454
Classifying Services to Gain Strategic Marketing Insights
Lovelock, C. H. (1983) · Journal of Marketing · doi:10.1177/002224298304700303 · Cited by 1,996
The American Journal of Sociology
F., C. B. (1939) · American Journal of Psychiatry · doi:10.1176/ajp.96.1.252 · Cited by 1,886
Zeithaml, V. A. (1990) · Cited by 1,321
An Applied Service Marketing Theory
Grönroos, C. (1982) · European Journal of Marketing · doi:10.1108/eum0000000004859 · Cited by 768
Further Evidence on Response Sets and Test Design
Cronbach, L. J. (1950) · Educational and Psychological Measurement · doi:10.1177/001316445001000101 · Cited by 734
The great response-style myth.
Rorer, L. G. (1965) · Psychological Bulletin · doi:10.1037/h0021888 · Cited by 434
Cited by
Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists
Chen, C.-F., & Chen, F.-S. (2010) · Tourism Management · doi:10.1016/j.tourman.2009.02.008 · Cited by 2,562
SERVQUAL: review, critique, research agenda
Buttle, F. (1996) · European Journal of Marketing · doi:10.1108/03090569610105762 · Cited by 1,735
The service experience in tourism
Otto, J. E., & Ritchie, J. R. B. (1996) · Tourism Management · doi:10.1016/0261-5177(96)00003-9 · Cited by 1,250
The relationship between brand equity and firms’ performance in luxury hotels and chain restaurants
Kim, H.-B., & Kim, W. G. (2005) · Tourism Management · doi:10.1016/j.tourman.2004.03.010 · Cited by 664
Assessing tourist behavioral intentions through perceived service quality and customer satisfaction
González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2006.10.014 · Cited by 396
Metadata
- Authors
- Fick, G. R., & Brent Ritchie, J. R.
- Venue
- Journal of Travel Research
- Publisher
- SAGE Publications
- Published
- 1991-10
- Volume
- 30
- Issue
- 2
- Pages
- 2-9
- ISSN
- 0047-2875 (ISSN-L)
- 1552-6763
- OpenAlex
- W2111620383
- Cited by
- 561
- References
- 16
- FWCI
- 5.06
- 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.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Measuring Service Quality in the Travel and Tourism Industry. https://app.cochat.ai/papers/10.1177/004728759103000201
- The paper
- Fick, G. R., & Brent Ritchie, J. R. (1991). Measuring Service Quality in the Travel and Tourism Industry. Journal of Travel Research. https://doi.org/10.1177/004728759103000201
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.
