Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry

By Riadh Ladhari. 2009

512 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/09d10f4cfaa6b5142971a9c66faa76f576cf9c06

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. S. Tanford
2. Yuhui Gao
3. Boon Liat Cheng
4. Szu‐Hsin Wu

In Organizational Behavior and Human Resource Management

1. S. Tanford
2. Yuhui Gao
3. Boon Liat Cheng
4. Szu‐Hsin Wu

Citations in the corpus

• Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry (2014, result): “This scepticism is reflected in several studies (e.g., Abbasi et al. 2010; Bowen and Chen 2001; Ladhari 2009b; Skogland and Siguaw 2004).”
• Understanding emotional customer experience and co-creation behaviours in luxury hotels (2019, background): “…Depressed—cheerful; Calm—excited; Indifferent—surprised; Behaviour intention: patronage, recommendation, staying longer, spending more Upscale restaurant (Ladhari, 2009) N/A Service quality: tangibles, reliability, responsiveness, confidence, communication N/A Emotional satisfaction: happy,…”
• Antecedents and Outcomes of Hospitality Loyalty (2016, background): “Service quality is a direct antecedent of composite measures of loyalty that include WOM, revisit intentions, and willingnessto-pay (WTP) (Gracia et al., 2011; Hyun & Kim, 2011; Ladhari, 2009).”