The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Customer Satisfaction in the Hotel Industry: Meaning and Measurement
Abstract
Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. Field research conducted in the United States and Japan support these new approaches. Contributions from the literature provide a theoretical basis for the development of a customer satisfaction model. The variables of this model were converted into a survey instrument (customer comment card) and tested at a large urban hotel.
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Citations
Cites
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 Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Cited by
Kim, J.-H. (2018) · Journal of Travel Research · doi:10.1177/0047287517721369 · Cited by 679
Jeong, Y., & Kim, S. (2019) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-02-2019-0101 · Cited by 326
Wang, C. (., & Jeong, M. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.04.006 · Cited by 197
Lee, Y.-C., Wang, Y.-C., Lu, S.-C., Hsieh, Y.-F., Chien, C.-H., Tsai, S.-B., & Dong, W. (2016) · SpringerPlus · doi:10.1186/s40064-016-3208-z · Cited by 105
Satisfaction measures with monetary and non-monetary components: hotel’s overall scores
Nicolau, J. L., Mellinas, J. P., & Martín-Fuentes, E. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102497 · Cited by 33
Metadata
- Authors
- Barsky, J. D.
- Venue
- Hospitality Research Journal
- Publisher
- SAGE Publications
- Published
- 1992-02
- Volume
- 16
- Issue
- 1
- Pages
- 51-73
- ISSN
- 0741-5095 (ISSN-L)
- 1060-9350
- OpenAlex
- W1861496785
- Cited by
- 249
- References
- 4
- FWCI
- 0.81
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
