Working Paper Series Measuring and Managing the Quality of Service in Hotels in Cyprus Professor Christine A Hope Leontios Filotheou Working Paper No 07/26 July 2007 The working papers are produced by the Bradford University School of Management and are to be circulated for discussion purposes only. Their contents should be considered to be preliminary. The papers are expected to be published in due course‚ in a revised form and should not be quoted without the author’s permission. W
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Pereira‚ Z. L. (2003)‚ Service Recovery at a financial institution‚ International Journal of Quality and Reliability Management‚ Vol.20 No.6‚ pp. 646-663. Parasuraman‚ A.‚ Berry‚ L. and Zeithaml‚ V.A. (1991)‚ Understanding customer expectations of service‚ Sloan Management Review‚ Spring‚ pp. 39-48. Parasuraman‚ A.‚ Zeithaml‚ V. A. and Berry‚ L. L. (1988)‚ SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality‚ Journal of Retailing‚ Vol. 6 No. 1; Spring‚ pp. 12-40. Walker
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Introduction A service quality gap analysis is a management technique and a setting performance standard which is based on the actual level of business performance and delivered. By analyzing five gaps‚ firms can find some way to increase company’s profit and performance. Service quality gaps always occur in the real business environment and it is an inevitable problem. However‚ enterprises often based on their customers‚ markets and their product quality to analysis their SERVQUAL and help them
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Effectiveness of Services Marketing at IRCTC – with reference to Lucknow Region Overview Indian Railway Catering and Tourism Corporation (IRCTC) is a subsidiary of the Indian Railways that handles the catering‚ tourism and online ticketing operations of the railways. It has been set up by the Ministry of Railways with the basic purpose of hiving off entire catering and tourism activity of the railways to the new Corporation so as to professionalize and upgrade these services with public-private
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According to Oliver‘s study (1997)‚ customer satisfaction is very relevant to the customer‘s evaluation of product/service features. Furthermore‚ satisfaction is visibly seen as an affective response and opinion to the consumption experience 28 (Zeithaml & Bitner‚ 2003). Therefore‚ the outcome of customer satisfaction tends to be intertwined with customer loyalty‚ repeatable purchase intentions and retainable relationship (Berry & Parasuraman‚ 1991). Satisfied customers not only would become loyal
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factor structure”‚ Sport Marketing Quarterly‚ Vol. 9 No. 3‚ pp. 157-64. Expectations of service in Greek fitness centers 257 MSQ 15‚3 258 Parasuraman‚ A.‚ Zeithaml‚ V.A. and Berry‚ L.L. (1985)‚ “A conceptual model of service quality and its implication for future research”‚ Journal of Marketing‚ Vol. 49 Fall‚ pp. 41-50. Parasuraman‚ A.‚ Zeithaml‚ V.A. and Berry‚ L.L. (1988)‚ “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”‚ Journal of Retailing‚ Vol. 64 No. 1
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International Journal of Service Industry Management Emerald Article: A comparison of service delivery processes of different complexity Peter J. Danaher‚ Jan Mattsson Article information: To cite this document: Peter J. Danaher‚ Jan Mattsson‚ (1998)‚"A comparison of service delivery processes of different complexity"‚ International Journal of Service Industry Management‚ Vol. 9 Iss: 1 pp. 48 - 63 Permanent link to this document: http://dx.doi.org/10.1108/09564239810199941 Downloaded on: 02-02-2013
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Factors Affecting Customer Loyalty on Banking Service: A case of Hong Kong Shanghai Bank Commercial in Ho Chi Minh City‚ Vietnam • Dec 22‚ 2011 • 0 • 263 [pic] [pic][pic]FACTORS AFFECTING CUSTOMER LOYALTY ON BANKING SERVICE: A CASE OF HONG KONG SHANGHAI BANK COMMERCIAL IN HO MINH CHI CITY‚ VIETNAM Related Articles Luxury Travel Vietnam ’s Tour Featured in Indonesia Travel Magazine Corporate globalization and human rights abuses in the sweatshops of pakistan‚ indonesia and
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Service Quality Definition of Service Service is largely intangible and is normally experienced simultaneously with the occurrence of production and consumption. It is the interaction between the buyer and the seller that renders the service to customers (Groonroos‚ 1988). Kotler & Keller‚ (2006) defines service as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Services refers to “economic activities
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making styles and which focuses more on the evolution of a theme or an idea. A photographic essay is an attempt to cover a topic with a linked series of photographs; it may or may not have an accompanying text or captions.Services Marketing‚ 4/e‚ by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues‚ practice‚ and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build
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