Managing Service Quality: An International Journal: Volume 10 Issue 6

Perceptions, corrections and defections: implications for service recovery in the restaurant industry

Rhonda Mack, Rene Mueller, John Crotts, Amanda Broderick

Focusing on service failures can assist organizations in improving service quality and improving long‐term customer retention. This study examined consumer perceptions of their…

Building customer relationships: do discount cards work?

Andrea McIlroy, Shirley Barnett

The relationship between customer loyalty and satisfaction, profitability and customer retention is described within the framework of relationship marketing. The importance of…

Methodologies for innovation and improvement of services in tourism

W. Faché

Travel organisations, as travel agencies, tour operators, hotels, etc. focus their research too much on measuring service quality level and identifying errors. This strategy…

Managing diversity in the hotel sector: the emergence of a service quality opportunity

G. Maxwell, M. McDougall, S. Blair

Interest in managing diversity has grown in recent years. From origins in the USA, and initial interest in the idea and ideals of managing diversity, the focus of current…

ISO 9000 and performance of small tourism enterprises: a focus on Westons Cider Company

Marcjanna M. Augustyn, John D. Pheby

While the tourism industry generally rejects ISO 9000 as a standard irrelevant for this sector, the article aims to assess potential impacts of ISO 9000 accreditation upon the…

Odysseys: analysing service journeys from the customer’s perspective

Szilvia Gyimóthy

This paper studies tourism‐related service processes from the customer’s perspective, acknowledging the extraordinary and hedonic nature of these offerings. Instead of looking at…

Tourists’ perceptions towards and satisfaction with service quality in the cross‐cultural service encounter: implications for hospitality and tourism management

Klaus Weiermair

This article develops a comprehensive cultural construct to explain and forecast tourists’ behaviour and quality judgements. A destination value chain is depicted to capture the…

Does national culture influence consumers’ evaluation of travel services? A test of Hofstede’s model of cross‐cultural differences

John C. Crotts, Ron Erdmann

The influence of national culture on consumer evaluations of travel services was the focus of this study. Drawing from a representative sample of overseas visitors to the USA, and…