Service quality in China’s hotel industry: a perspective from tourists and hotel managers

By Nelson K. F. Tsang, Hailin Qu. 2000

294 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8d5148b99626c4b1fc277c46bc7f1a347506870b

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Citations in the corpus

Improving importance-performance analysis: the role of the zone of tolerance and competitor performance. the case of Taiwan's hot spring hotels. (2014, methodology): “Theoretical frameworks have subsequently been developed, along with various methods devised tomeasure the service quality of various hotel types (Akbaba, 2006; Callan & Kyndt, 2001; Ekinci, Prokopaki, & Cobanoglu, 2003; Juwaheer, 2004; Tsang & Qu, 2000).”
Examining Antecedents and Consequences of Brand Personality in the Upper-Upscale Business Hotel Segment (2010, unknown): “Therefore, much research (eg, Ekinci, Prokopaki, & Cobanoglu, 2003 ; Juwaheer, 2004 ; Tsang & Qu, 2000 ) has been involved in service quality in the lodging industry, examining different aspects of hotel service quality from the guest's perspective.”
The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty (2011, background): “Hospitality researchers (Tsang & Qu, 2000; Ekinci, Prokopaki, & Cobanoglu, 2003; Juwaheer, 2004; Mohsin, 2007) have enhanced our present understanding of the dimensional structure of service quality in hotels and its impacts on various aspects of hotel services.”
An investigation into customer satisfaction levels in the budget accommodation sector in Scotland: a case study of backpacker tourists and the Scottish Youth Hostels Association (2006, background): “…disagreement in both the marketing and hospitality literature about satisfaction and service quality (Gronroos, 1988; Botteril, 1987; Moutinho, 1987; Johns & Howard, 1998; Oh, 1999; Tsang & Qu, 2000; Giese & Cote, 2000; Lee, Lee, & Yoo, 2000; Reichel, Lowengart, & Milman, 2000; Choi & Chu, 2001).”
Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain (2017, result): “The aim of the study is consistent with Tsang and Qu (2000) who note that the perceptions of tourists and hotel managers in the hotel industry differ, due to differences in expectations of service quality.”