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The Service Industries Journal Volume 20, 2000 - Issue 2
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Original Articles

An Empirical Study of Service Quality Implementation

Harrington Denis Department of Business Studies, Waterford Institute of Technology, Cork Road, Waterford, Ireland
&
AKEHURST GARY Universily of Portsmouth Business School, Locksway Road, Hampshire, UKSouthsea
Pages 133-156 | Published online: 28 Jul 2006

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María del Mar Alonso-Almeida, José Miguel Rodríguez-Antón & Luis Rubio-Andrada. (2012) Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry. The Service Industries Journal 32:6, pages 919-936.
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M. Teresa Canet-Giner & Francisco Balbastre-Benavent. (2011) Rationality, participation and results: the case of the European excellence model in a Spanish services context. The Service Industries Journal 31:12, pages 1995-2017.
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Barbara Čater & Tomaž Čater. (2009) Emotional and rational motivations for customer loyalty in business-to-business professional services. The Service Industries Journal 29:8, pages 1151-1169.
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Hokey Min & Hyesung Min. (2006) The Comparative Evaluation of Hotel Service Quality from a Managerial Perspective. Journal of Hospitality & Leisure Marketing 13:3-4, pages 53-77.
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Articles from other publishers (22)

Sidonie Djofack & Marco Antonio Robledo Camacho. (2017) Implementation of ISO 9001 in the Spanish tourism industry. International Journal of Quality & Reliability Management 34:1, pages 18-37.
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Zeeshan Ahmad, Meng Jun, Imran Khan, Muhammad Abdullah & Tauqir Ahmad Ghauri. (2016) Examining Mediating Role of Customer Loyalty for Influence of Brand Related Attributes on Customer Repurchase Intention. Journal of Northeast Agricultural University (English Edition) 23:2, pages 89-96.
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George D. Tsiotras, Penelope G. Tsiotras & Thomas A. Fotiadis. (2016) Enabling Quality in the Tourism Industry: An Evaluation of Business Excellence in Greek Hotels. Global Business and Organizational Excellence 35:3, pages 44-57.
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José Álvarez García, María de la Cruz Del Río Rama, Mercedes Vila Alonso & José Antonio Fraiz Brea. (2014) Dependence relationship between the critical quality factors and social impact. Revista de Administração de Empresas 54:6, pages 692-705.
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José Álvarez García, Mercedes Vila Alonso, José Antonio Fraiz Brea & María de la Cruz del Río Rama. (2014) Relación entre herramientas y factores críticos de la calidad. Revista Europea de Dirección y Economía de la Empresa 23:2, pages 82-97.
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José Álvarez García, Mercedes Vila Alonso, José Antonio Fraiz Brea & María de la Cruz del Río Rama. (2013) Análisis de las relaciones de dependencia entre los factores críticos de la calidad y los resultados. Sector de alojamiento turístico en España. Investigaciones Europeas de Dirección y Economía de la Empresa 19:2, pages 74-89.
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María del Mar Alonso‐Almeida, Frederic Marimon & Merce Bernardo. (2013) Diffusion of quality standards in the hospitality sector. International Journal of Operations & Production Management 33:5, pages 504-527.
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José Miguel Rodríguez-Antón, María del Mar Alonso-Almeida, Luis Rubio Andrada & Marisol Celemín Pedroche. (2013) Are university tourism programmes preparing the professionals the tourist industry needs? A longitudinal study. Journal of Hospitality, Leisure, Sport & Tourism Education 12:1, pages 25-35.
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Veridiana Rotondaro Pereira, Marly Monteiro de Carvalho & Roberto Gilioli Rotondaro. (2012) Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço. Production 23:2, pages 312-328.
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Álvarez García José, Fraiz Brea José Antonio & Del Río Rama María de la Cruz. (2012) ANÁLISIS DE LAS MOTIVACIONES PARA CERTIFICAR LA MARCA “Q DE CALIDAD TURÍSTICA”. SECTOR DE ALOJAMIENTO. Investigaciones Europeas de Dirección y Economía de la Empresa 18:1, pages 101-121.
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María del Mar Alonso-Almeida & José Miguel Rodríguez-Antón. (2011) Organisational behaviour and strategies in the adoption of certified management systems: an analysis of the Spanish hotel industry. Journal of Cleaner Production 19:13, pages 1455-1463.
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Anne P. Crick & Andrew Spencer. (2011) Hospitality quality: new directions and new challenges. International Journal of Contemporary Hospitality Management 23:4, pages 463-478.
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Violet T. Ho & Sze-Sze Wong. (2009) Knowing who knows what and who knows whom: Expertise recognition, network recognition, and individual work performance. Journal of Occupational and Organizational Psychology 82:1, pages 147-158.
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Antonio Lobo, Alex Maritz & Subhash Mehta. (2007) Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance. International Journal of Tourism Research 9:6, pages 485-495.
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Senga Briggs, Jean Sutherland & Siobhan Drummond. (2007) Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management 28:4, pages 1006-1019.
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Per Skålén & Martin Fougère. (2007) Be(com)ing normal – not excellent. Journal of Organizational Change Management 20:1, pages 109-125.
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David Gilbert & YingFei Gao. (2016) A Failure of UK Travel Agencies to Strengthen Zones of Tolerance. Tourism and Hospitality Research 5:4, pages 306-321.
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Barbara R. Lewis & Pamela McCann. (2004) Service failure and recovery: evidence from the hotel industry. International Journal of Contemporary Hospitality Management 16:1, pages 6-17.
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DOUGLAS M. STEWART. (2009) PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*. Production and Operations Management 12:2, pages 246-265.
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Bishnu Sharma & David Gadenne. (2002) An inter‐industry comparison of quality management practices and performance. Managing Service Quality: An International Journal 12:6, pages 394-404.
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Shivraj Kanungo & Vivek V. Bhatnagar. (2002) Beyond generic models for information system quality: the use of interpretive structural modeling (ISM). Systems Research and Behavioral Science 19:6, pages 531-549.
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Doug Davies, Ruth Taylor & Lawson Savery. (2001) The role of appraisal, remuneration and training in improving staff relations in the Western Australian accommodation industry: a comparative study. Journal of European Industrial Training 25:7, pages 366-373.
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