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西方服务管理学界在服务质量问题上已经进行了20多年的研究,其间取得了众多的成果,这对我国的服务质量研究有着较大的借鉴意义,尤其是在理论探讨和模型构建方面。本文以一些重要的研究成果为主线,综述了西方服务质量研究不同阶段的成果。 相似文献
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《Journal of Quality Assurance in Hospitality & Tourism》2013,14(3-4):185-202
SUMMARY The ability to provide high quality customer service and to deliver customer value is critical to attracting customers in the competitive tourism service environment. This research seeks to explore whether the instrument developed by Zeithaml et al. (1990), referred to as SERVQUAL, can be applied to a tourism service business to provide a quantifiable method of measuring service quality. An adaptation of SERVQUAL was applied to a business operating tours through a brewery in Tasmania, Australia. The instrument proved to be adequately internally reliable and provided apparently useful and easily interpretable diagnostic data to the management of the business. It was concluded that SERVQUAL has the potential to be a useful management tool provided care is taken to adapt the instrument to the individual needs of the user while remaining within the underlying theoretical framework. Adaptation and simplification of the complicated instrument provides small tourism businesses with a new way of gaining theory-based diagnostic data that can be self-administered by management on an ongoing basis and is not a burden to the customers. 相似文献
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This research is built upon the work of Parasuraman, Zeithaml and Berry (1985) by exploring the service quality gap within a Taiwanese hospitality setting and reports the findings from 164 interviews among hotel managers, service staff, and hotel guests. One motive for the research was whether concepts derived from an American‐Euro‐centric conceptualisation of service relationships was transferable to another cultural setting. It was found that the influence of national, ethnic culture on perception of service is limited, but the factor of kuan‐hsi (personal relationship) and mien‐tsu (face) had some role to play in guest‐staff relationships. However, it is concluded that the globalisation of hotel corporate modes of operation have more influence in shaping expectations and thus the ServQual model has validity in such settings. 相似文献
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Sung-Sook Kang Nobuyuki Okamoto Herbert A. Donovan 《Asia Pacific Journal of Tourism Research》2013,18(2):189-202
This study analyzes the effect of service quality on customer satisfaction and customer behavioral intentions at hotels and ryokan (traditional Japanese inns). In this empirical research, questionnaires were sent to guests at seven sites: three hotels and four ryokan. Service quality, as perceived by guests, affected customer satisfaction and customer behavioral intention. Results from this empirical study show strong evidence of service quality as perceived by guests being influenced by the type of accommodation. Also, among service quality factors, “physical aspect” had the most powerful impact on customer satisfaction and customer behavioral intention. “Creativeness” ranked second, followed by “unexpected service” and “encounter performance”. The prominence of physical aspects probably reflects the distinctiveness of the service of offering a one-night stay. However, as a certain level of physical facilities is taken for granted at lodging facilities above a certain price, “creativeness”, the second most powerful factor, becomes decisively important. 相似文献
5.
《Journal of Foodservice Business Research》2013,16(2):109-127
ABSTRACT This paper seeks to explore the domain of tangible quality construct; reviews the existing literature and then proceeds to develop a scale called TANGSERV for measuring tangible quality in food service industry. It captures ambient factors such as music and temperature; design factors such as location and seating arrangement; and product/service factors such as food presentation and food variety. Procedure used in constructing and refining a multiple-item scale is described. Moderately high factor loadings (between 0.725 and 0.799) and an a value of 0.76 suggests that scale is stable and reliable. Similarly, confirmatory factor analysis results show that factor loadings (between 0.660 and 0.830) are significant enough to claim convergent validity while a chi-square difference of 76.830 between fixed and freely estimated models provides an evidence of discriminant validity. 相似文献
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This paper analyses whether the hotel classification system is a good indicator of hotel quality, where quality is defined to be satisfying the expectations and needs of the client. We conducted our research in Spain, where a five-category system using stars is employed. To be exact, the hotel sector of one autonomous community (Cantabria, located in northern Spain) was studied, given that it is these autonomous regions that have exclusive authority to regulate and promote tourism. The results of the study confirm that even though significant quality differences are seen between the different categories, the ranking by quality does not correspond to that by categories. This supports the idea that quality is associated with the delivery of a service according to client expectations, more than it is with establishment category. 相似文献
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This research furthers understanding of whether consumers of cloud-based service platforms can distinguish between gap theory dimensions (i.e., expectation and performance) on these platforms. We build upon and extend the work of (Natesan and Aerts, 2016) by applying confirmatory factor analysis on gap scores from survey data to develop and test an improved approach of measuring service system quality in cloud-based service platforms. Using the IS-adapted SERVQUAL instrument, we apply the correlated uniqueness model, which is part of the multitrait-multimethod (MTMM) framework, to evaluate the validity of using GAP scores and account for the effect of the method. There is significant support for method effects as shown by our suggested model paths in the trait convergent validity model with medium-large factor coefficients. Additionally, the fit of the correlated uniqueness model indicates respondents can distinguish between the gap theory dimensions of the IS-adapted SERVQUAL instrument. The praxis of service quality measurement could benefit by using our measurement approach of incorporating error correlations. 相似文献
8.
Tai-Hsi Wu Shao-Jen Weng Yi-Ta Lin Don Gotcher 《Journal of Foodservice Business Research》2020,23(4):263-284
ABSTRACT In this research, we proposed an effective approach to investigate the importance and satisfaction attributes of service quality of a restaurant business. For understanding the gaps of service quality cognition between consumers and servers, our work can be used as a reference for helping restaurants improve their service quality and reuse their resources effectively. We applied DINESERV scales and five-point Likert scales as quantitative research tools. The Kano model, customer satisfaction index, regression analysis, improvement effort index, and importance-performance analysis (IPA) were applied as measurement tools to examine the importance of various service attributes. Our approach was implemented in a famous restaurant in Taiwan: TASTy Steakhouse. The relative priority of service quality attributes for improving this chain restaurant and its competitiveness are ranked and discussed. 相似文献
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本文在进行市场调研的基础上,运用SERVQUAL模型对商业银行个人理财服务质量进行了简单评价.调研结果表明,虽然多数被调查者认可商业银行的理财服务,但是对理财服务质量并不满意.在评价理财服务质量的因素中,被调查者对商业银行提供的理财服务满意程度从高到低依次为有形性、可靠性、保证性、响应性、移情性和收益性.这表明商业银行在理财服务过程中较为重视硬件设施投入,而相对忽视软件设施建设.鉴于此,本文建议商业银行要在经营理念、产品创新、人员素质、组织机构和激励机制等无形因素方面加以改进,以增强理财服务竞争力. 相似文献
10.
《Journal of Quality Assurance in Hospitality & Tourism》2013,14(1):13-29
Abstract Two approaches to measuring the quality of restaurant services are compared, both of which employ the expectancy-discon-firmation paradigm. A SERVQUAL style of questionnaire provided quality measures, which were used to differentiate foodservice establishments, but the data showed several statistical weaknesses, and respondents had trouble contextualizing the questions. Profile Accumulation Technique (PAT) was similarly able to distinguish between different restaurants, and the data had greater internal validity. However this methodology is based upon different assumptions from those underlying SERVQUAL, and there are also implications of cost and expertise. The paper concludes that instruments derived from SERVQUAL cannot claim to apply the theoretical basis of the expectancy- disconfirmation paradigm, whereas PAT is capable of assessing quality according to the paradigm. However, at present it cannot always be assumed that restaurant customers use the expectancy disconfirmation mechanism for evaluating all meal experiences. The advantages and disadvantages of both methods are discussed and implications for further research are identified. 相似文献