Measuring quality gaps in hotels: the case of Crete

Ingram, Hadyn; Daskalakis, George

doi:10.1108/09596119910250364

Cited by 71 publications

(50 citation statements)

References 13 publications

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“…Despite these benefits, the literature has also identified a number of inconveniences (Brown et al, 1998;Kanji, 1998;Singels et al, 2001;Yahya and Goh, 2001). These include the extra costs involved in obtaining quality certification, the time used, a greater operational bureaucracy, and the lack of attention to personnel development (Ingram and Daskalakis, 1999;Nield and Kozak, 1999). Nevertheless, a correct application of the system will allow advantages to outweigh disadvantages.…”

Section: Relationship Between Qm and Firm Performancementioning

confidence: 96%

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Tarı́

Claver‐Cortés

Pereira‐Moliner

et al. 2010

International Journal of Hospitality Management

155

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Section: Relationship Between Qm and Firm Performancementioning

confidence: 96%

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Tarı́

Claver‐Cortés

Pereira‐Moliner

et al. 2010

International Journal of Hospitality Management

155

View full text Add to dashboard Cite

“…Accordingly, with its international identity, the tourism and accommodation industry stands among the biggest industries in the world (Ingram and Daskalakis, 1999). Tourism, which has become a supplementary component of lifestyle, is one of the primary players in the economic development of many countries (Poon and Low, 2005) and it is seen as an indispensable source for foreign currency inflow (Atılgan et al, 2003).…”

Section: 3mentioning

confidence: 99%

How do international tourists perceive hotel quality?

Dörtyol

Varinli

Kitapçı

2014

International Journal of Contemporary Hospitality Management

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Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

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“…Therefore, the criteria of 'good' or 'bad' in terms of SQ is relative to the interaction between the object and subject of the exchange transaction (Steenkamp 1990) i.e. it falls within the consumer-led definition or depends on customers' subjective evaluations (Ghobadian et al 1994 ;Ingram and Daskalakis 1999).…”

Section: Literature Reviewmentioning

confidence: 99%

The role of Islamic culture in service quality research

Gayatri

Hume²,

Mort³

2011

Asian Journal on Quality

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The purpose: The purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of consumers in services. However, most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs providing opportunity to investigate other religious-cultural aspects in an Asia and consumption.Design/methodology/approach: This research explores the key attributes/factors of quality of services according to Muslim customers using the verbal protocol method followed by in-depth probing interviews of 35 respondents. In depth, interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel, and restaurant industries.Theoretical saturation was achieved with thick rich scripts obtained from respondents.Findings: Preliminary analysis suggests some distinct outcomes positioning culture and religion as important construct for consideration in service quality research.Practical Implications: The research provides important insights for service providers who target the Muslim consumer. AbstractThe purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of customers in a service context. The fact that most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs provides this research opportunity to investigate other religious-cultural aspects in an Asian context and service quality. In this study, the key attributes/factors of quality of services according to Muslim customers are explored using the verbal protocol method. The verbal protocol is followed by in-depth probing of respondents. Interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel and restaurant industries. Preliminary analysis suggests some distinct outcomes which will be presented and position culture as a fertile field for future research in service quality. The research provides important insights for service providers who will target the Muslim consumers.This research also has potential to enrich SQ conceptualization, theory, and measurement.

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Measuring quality gaps in hotels: the case of Crete

Cited by 71 publications

References 13 publications

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

How do international tourists perceive hotel quality?

The role of Islamic culture in service quality research

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