Conceptualizing and Measuring Service Quality: Towards Consistency and Clarity in its Application to Travel Agencies in China

References

• Ayeh, J. K., & Chen, R. X. (2013). ‘How’s the service?’ A study of service quality perceptions across sectors and source markets. International Journal of Tourism Research, 15(3), 241–260. doi:10.1002/jtr.1864
   Web of Science ®Google Scholar
• Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253–268. doi:10.1016/0148-2963(92)90022-4
   Web of Science ®Google Scholar
• Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767–787.
   PubMed Web of Science ®Google Scholar
• Babbie, E. (2013). The basics of social research. Wadesworth, CA: Cengage Learning.
   Google Scholar
• Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804. doi:10.1016/S0160-7383(99)00108-5
   Web of Science ®Google Scholar
• Beijing Tourism Administration. (1998). Report on the development of the travel agency trade in China: An analysis of market competition and management strategies. Beijing, China: Beijing Tourism Administration. In Chinese.
   Google Scholar
• Bo, X., Yi, Y., & Li, G. (2007). An empirical study of customer satisfaction with domestic tourism of travel agency. The Theory and Practice of Finance and Economics, 28(4), 102–107. In Chinese.
   Google Scholar
• Bo, X., & Zhang, H. (2005). Quality evaluation based on fuzzy mathematics and optimizing countermeasures on tourism environment of cities: A ccase study of Kaifeng in Henan Province. Nankai Business Review, 12(4), 19–27. In Chinese.
   Google Scholar
• Bowie, D., & Chang, J. C. (2005). Tourist satisfaction: A view from a mixed international guided package tour. Journal of Vacation Marketing, 11(4), 303–322. doi:10.1177/1356766705056628
   Google Scholar
• Bradford, S. C. (1985). Sources of information on specific subjects. Journal of Information Science, 10(4), 173–180. doi:10.1177/016555158501000406
   Web of Science ®Google Scholar
• Cai, J. C. (1997). Analysis of the differences between the qualify category control of the travel services and the star category control of the hotels. Tourism Tribune, 12(5), 30–32. In Chinese.
   Google Scholar
• Cai, L. A., & Woods, R. H. (1993). Cornell Hotel and Restaurant Administration Quarterly, 34(4), 30–39.
   Google Scholar
• Chang, J., Wang, K.-C., Guo, Y.-Z., Su, C.-J., & Yen, S.-J. (2007). Trends in outbound group package tours in China and Taiwan: A marketing mix perspective. Tourism Analysis, 12(4), 257–270. doi:10.3727/108354207782212413
   Google Scholar
• Chang, J.-C. (2009). Taiwanese tourists’ perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions. Journal of Vacation Marketing, 15(2), 165–178. doi:10.1177/1356766708100822
   Google Scholar
• Chen, R. (2005). Improving tour guiding service - the case of Sichuan Province. Journal of Sichuan Normal University (Social Science Edition), 31(1), 137–139. In Chinese.
   Google Scholar
• Chen, P., & Han, X. (2012). Customer psychological empowerment, service quality and customer satisfaction. Commercial Research, 54(4), 91–98. In Chinese.
   Google Scholar
• Chen, C.-F., & Kao, Y.-L. (2010). Relationships between process quality, outcome quality, satisfaction, and behavioural intentions for online travel agencies–evidence from Taiwan. The Service Industries Journal, 30(12), 2081–2092. doi:10.1080/02642060903191108
   Web of Science ®Google Scholar
• Chen, Y., Mak, B., & Guo, Y. (2011). “Zero-Fare” group tours in China: An analytic framework. Journal of China Tourism Research, 7(4), 425–444. doi:10.1080/19388160.2011.627024
   Google Scholar
• Chen, Y., Mak, B., & Li, Z. (2013). Quality deterioration in package tours: The interplay of asymmetric information and reputation. Tourism Management, 38(0), 43–54. doi:10.1016/j.tourman.2013.02.010
   Web of Science ®Google Scholar
• Chen, Y., Xu, H., & Guo, J. (2011). The impact of interactive quality between tour guides and tourists on tourist perceptions - a model with tourist perceived risks as mediator. Tourism Tribune, 26(08), 37–44. In Chinese.
   Google Scholar
• Cheng, C. K., Li, X. R., Petrick, J. F., & O’Leary, J. T. (2011). An examination of tourism journal development. Tourism Management, 32(1), 53–61. doi:10.1016/j.tourman.2009.11.004
   Web of Science ®Google Scholar
• China National Knowledge Infrastructure (CNKI). (2013). Introduction to CAJD. Retrieved November 15, 2013, from China Academic Journal Network Publishing Database http://epub.cnki.net/KNS/brief/result.aspx?dbprefix=CJFQ
   Google Scholar
• China National Tourism Administration. (2012). The yearbook of China tourism statistics. Beijing, China: Beijing China Tourism Publishing House. In Chinese.
   Google Scholar
• China National Tourism Administration. (2014). Report on Chinese tourism industry. Retrieved from http://www.cnta.gov.cn/html/2014-9/2014-9-24-%7B@hur%7D-47-90095.html. In Chinese.
   Google Scholar
• Churchill, G. A., Jr (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research (JMR), 16(1), 64–73. doi:10.2307/3150876
   Web of Science ®Google Scholar
• Coles, T., Hall, C. M., & Duval, D. T. (2006). Tourism and post-disciplinary enquiry. Current Issues in Tourism, 9(4), 293–319. doi:10.2167/cit327.0
   Google Scholar
• Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. doi:10.2307/1252296
   Web of Science ®Google Scholar
• Cronin, J. J., Jr, & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 58(1), 125–131. doi:10.2307/1252256
   Web of Science ®Google Scholar
• Dai, L., & Cai, R. (2008). Overview of Chinese key journals: 2008 Edition. Beijing, China: Peking University Press.
   Google Scholar
• Edwardson, B., & Gustavsson, B. (1988). Quality in services and quality in service organisations; a model for quality assessment (Working paper. CFT Service Centre 88:5). University of Karlstad, Karlstad, Sweden.
   Google Scholar
• Ekinci, Y., & Riley, M. (2001). Validating quality dimensions. Annals of Tourism Research, 28(1), 202–223. doi:10.1016/S0160-7383(00)00029-3
   Web of Science ®Google Scholar
• Ge, X. M. (2000). Thoughts on the “tourism heat.” Enterprise Vitality, 15(6), 56–57. In Chinese.
   Google Scholar
• Gilmore, A., & McMullan, R. (2009). Scales in services marketing research: A critique and way forward. European Journal of Marketing, 43(5/6), 640–651. doi:10.1108/03090560910946972
   Web of Science ®Google Scholar
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. doi:10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Hall, M. C. (2011). Publish and perish? Bibliometric analysis, journal ranking and the assessment of research quality in tourism. Tourism Management, 32(1), 16–27. doi:10.1016/j.tourman.2010.07.001
   Web of Science ®Google Scholar
• Harrill, R., Uysal, M., Burnett, T., & Zhan, X. (2010). Estimating the size of the Chinese outbound travel market: A demand-side approach. Tourism Management, 31(2), 250–259. doi:10.1016/j.tourman.2009.03.001
   Web of Science ®Google Scholar
• Hawk, S. R., & Aldag, R. J. (1990). Measurement biases in user involvement research. Omega, 18(6), 605–613. doi:10.1016/0305-0483(90)90052-B
   Web of Science ®Google Scholar
• He, A. P., Xiao, Z., & Liu, S. F. (2010). An analysis of tour guides’ moral risks based on dynamic optimization model. Tourism Tribune, 25(9), 65–70. In Chinese.
   Google Scholar
• He, Y., & Song, H. (2009). A mediation model of tourists’ repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317–331. doi:10.1177/0047287508321206
   Web of Science ®Google Scholar
• Heung, V. C. S., & Zhu, P. (2005). Factors affecting choice of a travel agency for domestic tourism: The case of Shanghai residents in China. Journal of Travel & Tourism Marketing, 19(4), 13–25. doi:10.1300/J073v19n04_02
   Google Scholar
• Hu, W., & Wall, G. (2013). Tour guide management in Hainan, China: Problems, implications and solutions. Asia Pacific Journal of Tourism Research, 18(3), 205–219. doi:10.1080/10941665.2011.640699
   Web of Science ®Google Scholar
• Huang, B. H. (2009). Study on situation and countermeasures of administration mechanism on professional tour guide of travel agencies. Journal of Hubei University, 31(2), 213–216. In Chinese.
   Google Scholar
• Huang, H. Y. (2004). The key to improve service quality. Tourism Tribune, 10(5), 5–6. In Chinese.
   Google Scholar
• Huang, S., Hsu, C. H. C., & Chan, A. (2010). Tour guide performance and tourist satisfaction: A study of the package tours in Shanghai. Journal of Hospitality & Tourism Research, 34(1), 3–33. doi:10.1177/1096348009349815
   Web of Science ®Google Scholar
• Huang, Y., & Zhu, Y. (2008). The measures to improve the quality of the national tourism services based on the tourism complaints. Economic Management, 30(5), 65–68.
   Google Scholar
• Hudson, S., Hudson, P., & Miller, G. A. (2004). The measurement of service quality in the tour operating sector: A methodological comparison. Journal of Travel Research, 42(3), 305–312. doi:10.1177/0047287503258839
   Google Scholar
• Jia, J. X. (2004). On customer satisfaction of tourism products. Economic Survey, 20(3), 34–36. In Chinese.
   Google Scholar
• Jin, Y. (1991). A review of tourists’ complaints in 1990. Tourism Tribune, 6(03), 36–38. In Chinese.
   Google Scholar
• Johns, N., Avcí, T., & Karatepe, O. M. (2004). Measuring service quality of travel agents: Evidence from Northern Cyprus. The Service Industries Journal, 24(3), 82–100. doi:10.1080/0264206042000247777
   Web of Science ®Google Scholar
• Kelley, S. W., Donnelly, J. H., Jr, & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315.
   Web of Science ®Google Scholar
• King, B., Dwyer, L., & Prideaux, B. (2006). An evaluation of unethical business practices in Australia’s China inbound tourism market. International Journal Tourism Researcher, 8, 127–142. doi:10.1002/jtr.563
   Google Scholar
• Lam, T., & Zhang, H. Q. (1999). Service quality of travel agents: The case of travel agents in Hong Kong. Tourism Management, 20(3), 341–349. doi:10.1016/S0261-5177(98)00118-6
   Web of Science ®Google Scholar
• Law, R., & Chon, K. (2007). Evaluating research performance in tourism and hospitality: The perspective of university program heads. Tourism Management, 28(5), 1203–1211. doi:10.1016/j.tourman.2006.09.022
   Web of Science ®Google Scholar
• Li, D. M. (2000). Quality service – the goal for marketers. Tourism Tribune, 15(3), 5–6. In Chinese.
   Google Scholar
• Li, W. M. (2003). Issues and strategies on tour guides’ quality. Enterprise Economy, 23(9), 24–25. In Chinese.
   Google Scholar
• Li, Y. (2010). Empirical research on travel agencies service quality. Tourism Tribune, 24(01), 76–80. In Chinese.
   Google Scholar
• Lin, W. (1996). Success strategies of GZL international travel services. Commercial Economics Review, 14(4), 19–21. In Chinese.
   Google Scholar
• Lin, C.-T., Lee, C., & Chen, W.-Y. (2009a). An expert system approach to assess service performance of travel intermediary. Expert Systems with Applications, 36(2), 2987–2996. doi:10.1016/j.eswa.2008.01.079
   Web of Science ®Google Scholar
• Lin, C.-T., Lee, C., & Chen, W.-Y. (2009b). Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary. The Service Industries Journal, 29(3), 281–296. doi:10.1080/02642060701846762
   Web of Science ®Google Scholar
• Liu, W. (1999). Strategic issues on development of GZL International Travel Services. Tourism Tribune, 13(1), 36–38. In Chinese.
   Google Scholar
• Liu, A. F. (2011). Discussion about making strict demands on the access system of tour guides and improving the Management System of Tour Guide. Tourism Tribune, 25(5), 62–67. In Chinese.
   Google Scholar
• Liu, J., & Wu, X. (2006). An empirical study on tourism service characteristic. Journal of Sun-Yatsen University (Social Science Edition), 46(04), 119–128. In Chinese.
   Google Scholar
• Lv, H. (2008). Travel agencies’ service quality and tourist satisfaction. Market Modernization, 36(12), 58–65. In Chinese.
   Google Scholar
• Mak, A. H. N., Wong, K. K. F., & Chang, R. C. Y. (2010). Factors affecting the service quality of the tour guiding profession in Macau. International Journal of Tourism Research, 12(3), 205–218.
   Web of Science ®Google Scholar
• Mak, A. H. N., Wong, K. K. F., & Chang, R. C. Y. (2011). Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau. Tourism Management, 32(6), 1442–1452. doi:10.1016/j.tourman.2011.01.003
   Web of Science ®Google Scholar
• Mao, Y. (2011). Improving travel agencies’ service quality and tourist satisfaction in high-speed rail time. Hubei Social Sciences, 24(8), 62–66. In Chinese.
   Google Scholar
• Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. The Journal of Marketing, 41(1), 77–79. doi:10.2307/1250495
   Web of Science ®Google Scholar
• Mattila, A. S. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing, 13(4/5), 376–389. doi:10.1108/08876049910282655
   Google Scholar
• McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement. Journal of Health Care Marketing, 14(3), 34–40.
   PubMedGoogle Scholar
• Miller, J. A. (1977). Studying satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurements. In H. K. Hunt (Eds.), Conceptualization and measurement of consumer satisfaction and dissatisfaction (pp. 72–91). Cambridge, MA: Marketing Science Institute.
   Google Scholar
• Oliver, R. L. (1977). Effect of expectation and disconfirmation on post exposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62(4), 480–486.
   Web of Science ®Google Scholar
• Ostroff, C., Kinicki, A. J., & Clark, M. A. (2002). Substantive and operational issues of response bias across levels of analysis: An example of climate-satisfaction relationships. Journal of Applied Psychology, 87(2), 355–368. doi:10.1037/0021-9010.87.2.355
   PubMed Web of Science ®Google Scholar
• Page, S. J. (2003). Evaluating research performance in tourism: The UK experience. Tourism Management, 24(6), 607–622. doi:10.1016/S0261-5177(03)00043-8
   Web of Science ®Google Scholar
• Pao, H.-W., Wu, H.-L., & Pan, W.-H. (2010). How does a new institution spread? Travel agencies’ adoption of the service quality assurance programme. The Service Industries Journal, 30(7), 1047–1061. doi:10.1080/02642060802298350
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41–50. doi:10.2307/1251430
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of Retailing, 64(1), 12–37.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1995). Moving forward in service quality research: Measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioural intentions link (pp. 41–42). Cambridge, MA: Report Marketing Science Institute.
   Google Scholar
• Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi:10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531–544. doi:10.1177/014920638601200408
   Web of Science ®Google Scholar
• Prideaux, B., Hobson, J. S. P., King, B., & Dwyer, L. (2006). The hidden costs of cheap group tours – a case study of business practices in Australia. In J. S. Chen (Eds.), Advances in Hospitality and Leisure (Vol. 2, pp. 51–71). London, UK: Emerald Group Publishing Limited.
   Google Scholar
• Pu, Y., & Su, L. (2005). New ways to manage tour guides. Commercial Times, 24(18), 83–84. In Chinese.
   Google Scholar
• Qi, X. (2011). Exploring ways to improve tour guides’ service quality. China Business & Trades, 29(20), 150–151. In Chinese.
   Google Scholar
• Qian, W. (2003). Travel agencies in China at the turn of the millennium. In A. A. Lew, L. Yu, J. Ap, & G. Zhang (Eds.), Tourism in China (pp. 143–164). New York, NY: Haworth Press, Inc.
   Google Scholar
• Rindfleisch, A., Malter, A. J., Ganesan, S., & Moorman, C. (2008). Cross-sectional versus longitudinal survey research: Concepts, findings, and guidelines. Journal of Marketing Research, 45(3), 261–279. doi:10.1509/jmkr.45.3.261
   Web of Science ®Google Scholar
• Shao, J., & Shen, H. (2011). The outflow of academic papers from China: Why is it happening and can it be stemmed? Learning Publishing, 24(2), 95–97.
   Web of Science ®Google Scholar
• Sheldon, P. J. (1990). Journals in tourism and hospitality: The perceptions of publishing faculty. Journal of Tourism Studies, 1(1), 42–48.
   Google Scholar
• Shen, G., & Chen, D. (2004). How to improve travel service quality. Jiangsu Commercial Forum, 20(08), 129–130. In Chinese.
   Google Scholar
• Sheng, X. (1999). Factors influencing travel agencies’ service quality and tourist satisfaction. Tourism Tribune, 15(05), 25–30. In Chinese.
   Google Scholar
• South Australian Tourism Commission. (2013). Activating China. Retrieved from http://www.tourism.sa.gov.au/assets/documents/Research%20and%20Reports/satc-activating-china-snapshot-2013.pdf
   Google Scholar
• Su, X. N., Han, X. M., & Han X. N. (2001). Developing the Chinese Social Science Citation Index. Online Information Review, 25(6), 365–369. doi.org/10.1108/EUM0000000006535
   Web of Science ®Google Scholar
• Tan, Y. (2005). Exploring service quality of travel agencies in China. Commercial Economics Review, 5(4), 48–51. In Chinese.
   Google Scholar
• Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178. doi:10.1016/0022-4359(94)90013-2
   Web of Science ®Google Scholar
• Teas, R. K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. The Journal of Marketing, 57(4), 18–34. doi:10.2307/1252216
   Web of Science ®Google Scholar
• Tourism Australia. (2014). China Market Profile. Retrieved from http://www.tourism.australia.com/documents/Markets/MarketProfile_China_May14.pdf
   Google Scholar
• Wang, Y. C. (2011). The influences of tour guides’ unprofessional behaviours. China Business & Trade, 20(3), 159–160. In Chinese.
   Google Scholar
• Wang, K.-C., Hsieh, A.-T., & Chen, W.-Y. (2002). Is the tour leader an effective endorser for group package tour brochures? Tourism Management, 23(5), 489–498. doi:10.1016/S0261-5177(02)00004-3
   Web of Science ®Google Scholar
• Wang, K. C., Hsieh, A. T., Chou, S. H., & Lin, Y. S. (2007). GPTCCC: An instrument for measuring group package tour service. Tourism Management, 28(2), 361–376. doi:10.1016/j.tourman.2006.04.017
   Web of Science ®Google Scholar
• Wang, K.-C., Hsieh, A.-T., & Huan, T.-C. (2000). Critical service features in group package tour: An exploratory research. Tourism Management, 21(2), 177–189. doi:10.1016/S0261-5177(99)00047-3
   Web of Science ®Google Scholar
• Wang, K. C., Hsieh, A. T., Yeh, Y. C., & Tsai, C. W. (2004). Who is the decision-maker: the parents or the child in group package tours? Tourism Management, 25(2), 183–194.
   Web of Science ®Google Scholar
• Wang, J., & Ma, Y. (2007). New visual angle of improving the quality of guide services - concurrently a review of guide service management and research in the post 20 years. Tourism Tribune, 22(03), 64–70. In Chinese.
   Google Scholar
• Wang, K.-C., Ma, A.-P., Hsu, M.-T., Jao, P.-C., & Lin, C.-W. (2013). Seniors’ perceptions of service features on outbound group package tours. Journal of Business Research, 66(8), 1021–1027. doi:10.1016/j.jbusres.2011.12.026
   Web of Science ®Google Scholar
• Wang, S., & Weldon, P. R. (2006). Chinese academic journals: Quality, issues and solutions. Learning Publishing, 19(2), 97–105.
   Web of Science ®Google Scholar
• Wang, C., Wen, B., & Jiang, C. (2001). Service quality, consumption, tourist satisfaction and behavioural intentions. Nankai Business Review, 9(6), 11–15. In Chinese.
   Google Scholar
• Wong, K. F., & Kwan, C. (2001). An analysis of the competitive strategies of hotels and travel agents in Hong Kong and Singapore. International Journal of Contemporary Hospitality Management, 13(6), 293–303. doi:10.1108/09596110110400490
   Google Scholar
• Wu, H. Q. (2007). The current situation and strategies of tour guiding service in China. Career Horizon, 12(4), 55–57. In Chinese.
   Google Scholar
• Wu, X. (2010). Professional ethical behaviour of tour guides: Structural composition and influencing reasons. Tourism Science, 24(06), 28–38. In Chinese.
   Google Scholar
• Xie, L., & Li, J. (2007). A study of the relationships between tour guides’ service quality and tourists’ trust and behavioural intentions. Tourism Science, 21(04), 43–48. In Chinese.
   Google Scholar
• Xu, J. (2012). Applying SERVQUAL to study service quality of travel agents. Economic Research Guide, 7(28), 175–176. In Chinese.
   Google Scholar
• Xu, Y. S., & Zhu, S. J. (2003). Study on measures to lessen tourists’ complaint. Tourism Tribune, 18(3), 18–24. In Chinese.
   Google Scholar
• Yu, J. (2000). Focusing on service quality. Tourism Tribune, 16(3), 6. In Chinese.
   Google Scholar
• Zeithaml, V. A., & Berry, L. L. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12. doi:10.1177/0092070393211001
   Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–31. doi:10.2307/1251929
   Web of Science ®Google Scholar
• Zhang, G. R. (2003). Tourism research in China. In A. A. Lew, L. Yu, J. Ap, & G. R. Zhang (Eds.), Tourism in China (pp. 67–82). New York: Routledge.
   Google Scholar
• Zhang, H. Q. (2004). Accession to the World Trade Organization: Challenges for China’s travel service industry. International Journal of Contemporary Hospitality Management, 16(6), 369–372. doi:10.1108/09596110410550815
   Google Scholar
• Zhang, H. Q., & Chow, I. (2004). Application of importance-performance model in tour guides’ performance: Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81–91. doi:10.1016/S0261-5177(03)00064-5
   Web of Science ®Google Scholar
• Zhang, H. Q., Heung, V. C. S., & Yan, Y. Q. (2009). Play or not to play— An analysis of the mechanism of the zero-commission Chinese outbound tours through a game theory approach. Tourism Management, 30, 366–371. doi:10.1016/j.tourman.2008.08.006
   PubMed Web of Science ®Google Scholar
• Zhang, Y., & Murphy, P. (2009). Supply-chain considerations in marketing underdeveloped regional destinations: A case study of Chinese tourism to the Goldfields region of Victoria. Tourism Management, 30(2), 278–287. doi:10.1016/j.tourman.2008.07.004
   Web of Science ®Google Scholar
• Zhang, W. M., & Zhang, C. Z. (2007). On the tourists’ expectation and perception of service quality offered by travel agencies. Tourism Tribune, 22(3), 137–139. In Chinese.
   Google Scholar
• Zhao, G. (2010). Strategies and thoughts on the phenomena of tour guides getting commissions. Special Zone Economy, 28(3), 224–225. In Chinese.
   Google Scholar
• Zhao, W., & Ritchie, J. R. B. (2007). An investigation of academic leadership in tourism research: 1985–2004. Tourism Management, 28(2), 476–490. doi:10.1016/j.tourman.2006.03.007
   Web of Science ®Google Scholar
• Zhou, R. (2007). Measuring the service quality of travel agents with SERVQUAL scale. Journal of Guilin Institute of Tourism, 18(03), 415–418. In Chinese.
   Google Scholar
• Zhou, R., & Adrian, P. (2009). Using SERVQUAL to measure the service quality of travel agents in Guangzhou, South China. Journal of Services Research, 9(1), 87–107.
   Google Scholar
• Zhu, Y. (2005). Exploring ways to improve service quality of travel agencies. Market Modernization, 33(20), 44–45. In Chinese.
   Google Scholar
• Zhu, B. (2007). Thoughts on tour guides’ service quality. Market Modernization, 15, 304. In Chinese.
   Google Scholar
• Zhu, T., Cole, S. T., & Card, J. A. (2007). The association of tourists’ cultural tendencies and their perceived service quality of a Chinese travel agency. Journal of Travel & Tourism Marketing, 22(2), 1–13. doi:10.1300/J073v22n02_01
   Google Scholar