References
- AENOR . 2002 . Especificación técnica de calidad de servicio para pequeño comercio , Madrid : Asociación Española de Normalización y Certificación .
- Anderson , E. W. , Fornell , C. and Lehmann , D. R. 1994 . Customer satisfaction, market share, and profitability: Findings from Sweden . Journal of Marketing , 58 ( 3 ) : 53 – 66 .
- Andreassen , T. W. 1994 . Satisfaction, loyalty and reputation as indicators of customer orientation in the public sector . International Journal of Public Sector Management , 7 ( 2 ) : 16 – 34 .
- Augustyn , M. and Ho , S. 1998 . Service quality and tourism . Journal of Travel Research , 37 ( 1 ) : 71 – 75 .
- Babakus , E. and Mangold , W. G. 1992 . Adapting the SERVQUAL scale to hospital service: An empirical investigation . Health Services Research , 26 : 676 – 686 .
- Berry , L. L. , Bennet , D. R. and Brown , C. W. 1989 . Calidad de servicio. Una ventaja estratégica para instituciones financieras , Madrid : Ediciones Díaz de Santos .
- Bigné , E. , Font , X. and Andreu , L. 2000 . Marketing de destinos turísticos. Análisis y estrategias de desarrollo , Madrid : ESIC .
- Bigné , E. , Moliner , M. A. and Sánchez , J. 1997 . Calidad y satisfacción en los servicios hospitalarios esenciales y periféricos . Investigación y Marketing , 57 : 55 – 61 .
- Bolton , R. N. and Drew , J. H. 1991 . A multistage model of customers' assessments of service quality and value . Journal of Consumer Research , 17 : 375 – 384 .
- Boulding , W. , Kalra , A. , Staelin , R. and Zeithaml , V. A. 1993 . A dynamic process model of service quality: From expectations to behavioural intentions . Journal of Marketing Research , 30 : 7 – 27 .
- Burns , R. , Graefe , A. R. and Absher , J. D. 2003 . Alternate measurement approaches to recreational customer satisfaction: Satisfaction only versus gap scores . Leisure Sciences , 25 : 363 – 380 .
- Buttle , F. 1996 . SERVQUAL: Review, critique, research agenda . European Journal of Marketing , 30 ( 1 ) : 8 – 32 .
- Camisón , C. 1998 . Total quality management and cultural change: A model of organization development . International Journal of Technology Management [Special Issue on Total Quality Management] , 16 : 479 – 493 .
- Cardozo , R. 1965 . An experimental study of customer effort, expectation and satisfaction . Journal of Marketing Research , 2 : 244 – 249 .
- Carman , J. M. 1990 . Consumer perceptions of service quality . Journal of Retailing , 66 : 33 – 55 .
- Chadee , D. D. and Mattsson , J. 1996 . An empirical assessment of customer satisfaction in tourism . Service Industries Journal , 16 : 305 – 320 .
- Churchill , G. A. 1979 . A paradigm for developing better measures of marketing constructs . Journal of Marketing Research , 16 : 64 – 73 .
- Comisión Européenne . 2000 . Pour on tourisme rural dei qualité. La gestion intégrée de la qualité des destinatio turistiques ruralres , Bruselas : Dirección Générale des enterprises, Unité Turismo .
- Cronin , J. J. and Taylor , S. A. 1992 . Measuring service quality: A reexamination and extension . Journal of Marketing , 56 ( 3 ) : 55 – 69 .
- Cronin , J. J. and Taylor , S. A. 1994 . SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 ( 1 ) : 125 – 131 .
- Crosby , A. L. 1993 . “ Measuring customer satisfaction ” . In The service quality handbook , Edited by: Scheuing , E. E. and Christopher , W. F. 389 – 407 . New York : AMACOM .
- Deming , W. E. 1989 . Calidad, productividad y competitividad. La salida de la crisis , Madrid : Díaz de Santos .
- Donnelly , M. and Shiu , E. 1999 . Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach . Total Quality Management , 10 : S489 – S506 .
- García Buades , E. 2001 . Calidad de servicio en hoteles de sol y playa , Madrid : Síntesis .
- Go , F. M. and Govers , R. 2000 . Integrate quality management for tourist destinations: A European perspective on achieving competitiveness . Tourism Management , 21 : 79 – 80 .
- Gómez Suárez , M. , Méndez García de Paredes , J. L. and Pérez Conesa , P. 1994 . Calidad percibida en los servicios: Una revisión de los aspectos conceptuales y metodológicos . EsicMarket , 85 : 171 – 181 .
- Grönroos , C. 1994 . Marketing y gestión de servicios. La gestión de los momentos de la verdad y la competencia en los servicios , Madrid : Díaz de Santos .
- Haan , T. , Ashworth , G. and Stabler , M. 1990 . “ The tourist destination as product: The case of Languedoc ” . In Marketing tourist places , Edited by: Ashworth , G. and Goodall , B. 156 – 169 . London : Routledge .
- Heskett , J. L. , Jones , T. O. , Loveman , G. W. , Sasser , W. E. Jr and Schlesinger , L. A. 1994 . Putting the service–profit chain to work . Harvard Business Review , 72 ( 2 ) : 164 – 174 .
- Hu , Y. and Ritchie , B. 1993 . Measuring destination attractiveness: A contextual approach . Journal of Travel Research , 32 ( 2 ) : 25 – 34 .
- ICTE . 2001a . Normas de calidad para hoteles y apartamentos , Madrid : Instituto para la Calidad Turística Española .
- ICTE . 2001b . Sistema de calidad para restaurantes , Madrid : Instituto para la Calidad Turística Española .
- Juran , J. M. and Gryna , M. 1993 . Manual de control de calidad , Madrid : McGraw-Hill .
- Kozak , M. 2001 . Comparative assessment of tourist satisfaction with destinations across two nationalities . Tourism Management , 22 : 391 – 401 .
- Kozak , M. and Rimmington , M. 2000 . Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination . Journal of Travel Research , 38 : 260 – 269 .
- Lloréns Montes , F. J. 1996 . Una evaluación de la relación entre calidad de servicio, satisfacción y actitudes del cliente . EsicMarket , 93 : 122 – 132 .
- McIntosh , R. W. , Goeldner , C. R. and Rithie , J. R. 1995 . Tourism: Principles, practices, philosophies , New York : John Wiley & Sons .
- Martínez-Tur , V. , Peiró , J. M. and Ramos , J. 2001 . Calidad de servicio y satisfacción del cliente , Valencia : Síntesis .
- Miller , K. and Ginter , J. L. 1978 . An investigation of situational variation in brand choice behaviour and attitude . Journal of Marketing Research , 16 : 111 – 123 .
- Moliner , M. A. and Moliner , J. 1996 . La calidad percibida del servicio de un centro de planificación familiar: un enfoque de marketing . Atención Primaria , 17 : 400 – 406 .
- Morant , A. , Monfort , V. M. and Ivars , J. 1996 . “ Oferta turística ” . In Introducción a la economía del turismo en España , Edited by: Pedreño , A. 123 – 155 . Madrid : Civitas .
- Niedrich , R. W. , Kiryanova , E. and Blach , W. C. 2005 . The dimensional stability of the standards used in the disconfirmation paradigm . Journal of Retailing , 81 : 49 – 57 .
- Oliver , R. 1981 . Measurement and evaluation of satisfaction process in retail settings . Journal of Retailing , 57 : 25 – 48 .
- Oliver , R. L. 1980 . A cognitive model of the antecedents and consequences of satisfaction decisions . Journal of Marketing Research , 17 : 460 – 469 .
- Olshavsky , R. W. and Miller , J. A. 1972 . Consumer expectations, product performance, and perceived product quality . Journal of Marketing Research , 9 : 19 – 21 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 ( 4 ) : 41 – 50 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1990 . Delivering quality service , New York : Free Press .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1994 . Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research . Journal of Marketing , 58 ( 1 ) : 111 – 124 .
- Rust , R. A. and Oliver , R. L. 1994 . Service quality: New directions in theory and practice , Thousand Oaks, CA : Sage .
- Santos , J. and Boote , J. 2003 . A theoretical exploration and model of consumer expectations, post-purchase affective states and affective behaviour . Journal of Consumer Behaviour , 3 : 142 – 156 .
- Setó Pamies , D. 2003 . La influencia de la calidad de servicio, la imagen, la satisfacción y la confianza en la fidelidad del cliente . Revista Española de Investigación en Marketing ESIC , 7 ( 1 ) : 27 – 53 .
- Söderlund , M. 1998 . Customer satisfaction and its consequences of customer behavior revisited: The impact of diferent levels of satisfaction on word of mouth, feedback to the supplier and loyalty . International Journal of Service Industry Management , 9 : 169 – 188 .
- Spreng , A. R. and Mackoy , R. D. 1996 . An empirical examination of a model of perceived service quality and satisfaction . Journal of Retailing , 72 : 201 – 214 .
- Storbacka , K. , Strandvik , T. and Grönroos , C. H. 1994 . Managing customer relationships for profit: The dynamics of relationships quality . International Journal of Service Industry Management , 5 ( 5 ) : 21 – 38 .
- Teas , R. K. 1993 . Expectations, performance, evaluation and consumers' perceptions of quality . Journal of Marketing , 57 : 18 – 34 .
- Tian-Cole , S. and Crompton , J. L. 2003 . A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection . Leisure Studies , 22 : 65 – 80 .
- Tribe , J. and Snaith , T. 1998 . From SERVQUAL to HOLSAT: Holiday satisfaction in Varadero, Cuba . Tourism Management , 19 : 25 – 34 .
- Vera , J. F. , López , F. , Marchena , M. J. and Antón , S. 1997 . Análisis territorial del turismo , Barcelona : Ariel .
- Vogt , C. A. and Fesenmaier , D. R. 1995 . Measuring tourist judgment on service quality . Annals of Tourism Research , 22 : 763 – 780 .
- Weiermair , K. and Fuchs , M. 1999 . Tourist and retailers perceptions of services . Annals of Tourism Research , 26 : 1004 – 1021 .
- Wisniewski , M. 2001 . Assessing customer satisfaction with local authority services using SERVQUAL . Total Quality Management , 12 : 995 – 1002 .
- Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1993 . The nature and determinants of customer expectation of service . Journal of the Academy of Marketing Science , 21 : 1 – 12 .
- Zeithaml , V. A. and Bitner , M. J. 1996 . Services marketing , New York : McGraw-Hill .