Advances in Hospitality and Leisure, Volume 1 by Chen, Joseph S. Chen

By Chen, Joseph S. Chen

"Advances in Hospitality and Leisure", a brand new peer-review serial, promises clean insights from a number of clinical experiences within the domain names of hospitality, relaxation, and tourism. It offers a platform to impress techniques on modern matters and rising traits necessary to conception development in addition to specialist practices from an international point of view. the focus of this sequence is to go beyond the leading edge tools of inquiry so that it will motivate new learn subject matters which are important and feature been in huge overlooked. The sequence is eager to handle the desires of the population having pursuits in disseminating principles, techniques and theories derived from scholarly investigations. capability readers may well retrieve worthwhile texts to stipulate new learn agendas, recommend possible themes for a dissertation paintings, and increase the information of the themes of curiosity.

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Some advocate a 20-characteristic rule, which simply states that, if a business cannot name at least 20 characteristics of its target market(s), it doesn’t really know those customers (Do It Yourself Marketing, 1994). As the number of properties expands within the hotel brand, it becomes more difficult for the staff to really be familiar with each guest and understand his/her individual needs and wants. A comprehensive guest database, accessible to each hotel, can be a tool that enables employees at individual properties to better “know” – and, in turn, serve – their guests.

The five generic dimensions of service quality represented in the SERVQUAL scale have indeed rarely been repeated in studies within leisure, tourism and hospitality, as presented in Table 2. While the results of these studies may indicate that quality dimensions are contextual, it should be noted that the research methodology literature recognises four major sources of measurement differences; the respondent, the measurer, situational factors and the instrument (Cooper & Schindler, 2001). Indeed, a more in-depth analysis of approaches to data collection adopted by researchers who attempted to measure perceived service quality in leisure, tourism and hospitality (see Table 2) indicates that these four sources of measurement differences may have significantly contributed to the fact that these studies yielded inconsistent results.

1993). Value segmentation of tourists’ expectations of service quality. Journal of Travel and Tourism Marketing, 2(4), 23–38. Measure of Quality in Leisure, Tourism and Hospitality 23 Miller, J. A. (1977). Exploring satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurements. In: H. K. ), Conceptualisation and Measurement of Customer Satisfaction and Dissatisfaction (pp. 72–91). Cambridge, MA: Marketing Science Institute. , & Charters, S. (2000).

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