Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments

Attractive Quality and Must-Be Quality

Noriaki Kano, Nobuhiko Seraku, Fumio Takahashi et al. · JOURNAL OF THE JAPANESE SOCIETY FOR QUALITY CONTROL · 1984 · 3.2K citations

Management, Marketing, Quality Management +10

Customer loyalty in the hotel industry: the role of customer satisfaction and image

Jay Kandampully, Dwi Suhartanto · International Journal of Contemporary Hospitality Management · 2000 · 1.2K citations

Business, Hospitality Management, Marketing +9

The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions

Vikas Mittal, William T. Ross, Patrick M. Baldasare · Journal of Marketing · 1998 · 1.1K citations

Business, Marketing, Organizational Behavior +11

The determinants of service quality: satisfiers and dissatisfiers

Robert B. Johnston · International Journal of Service Industry Management · 1995 · 1K citations

Business, Operations Management, Quality Management +10

Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry

Tat Y. Choi, Raymond Chu · International Journal of Hospitality Management · 2001 · 727 citations

Management, Hospitality Management, Tourism Management +16