Concepedia

Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

Irene Hau‐Siu Chow, Victor P. Lau, Thamis Wing-chun Lo, Zhenquan Sha, Ling‐Yun He

International Journal of Hospitality Management · 2006 · 305 citations · 30 references

Concepts

ManagementHospitality ManagementOperations ManagementRestaurant ManagementService OperationsCustomer Experience ManagementCustomer SatisfactionHospitality OperationsRestaurant OperationsService QualityService Quality ImprovementHospitality Service QualityPerceived Service QualityPerceived Service Quality MeasurementRestaurant Customer Experience ManagementService Quality GapsService Quality ModelsService Quality Perception

References

30

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

Business, Marketing, Marketing Management +13

Whence Consumer Loyalty?

Richard L. Oliver · Journal of Marketing · 1999 · 6.9K citations

Business, Marketing, Marketing Management +10

Customer Loyalty: Toward an Integrated Conceptual Framework

Anthony Steven Dick, Kunal Basu · Journal of the Academy of Marketing Science · 1994 · 6.6K citations

Business, Marketing, Marketing Management +14

A Service Quality Model and its Marketing Implications

Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations

Business, Marketing, Marketing Management +14