This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via HighWire Citing Articles via Google Scholar Google Scholar Articles by Ekinci, Y. Search for Related Content Social Bookmarking                   What's this?

A Review of Theoretical Debates on the Measurement of Service Quality: Implications for Hospitality Research

University of Surrey, yukselekinci{at}hotmail.com

The complexity of the factors defining service quality has led to the development of multidimensional models, which are divided into two schools of thought: the North American and the Nordic European. The aim of this article is twofold. First, it reviews some of the key is - sues raised in relation to the theoretical formations of these two schools of thought. Second, it outlines further research areas in the hospitality industry.

Key Words: service quality • customer satisfaction • hotels • measurement scales • importance performance analysis • critical incident technique

CiteULike    Connotea    Del.icio.us    Digg    Reddit    Technorati    What's this?

This article has been cited by other articles:

				J. W. O'Neill and A. S. Mattila Hotel Branding Strategy: Its Relationship to Guest Satisfaction and Room Revenue Journal of Hospitality & Tourism Research, May 1, 2004; 28(2): 156 - 165. [Abstract] [PDF]