Dimensions of Perceived Training Quality

References

• Alliger , G. M. and Janak , E. A. 1989 . Kirkpatrick's levels of training criteria: Thirty years later . Personnel Psychology , 42 : 331 – 341 .
   Web of Science ®Google Scholar
• Alliger , G. M. , Tannenbaum , S. I. , Bennett , W. Jr. , Traver , H. and Shotland , A. 1997 . The meta-analysis of the relations among training criteria . Personnel Psychology , 50 : 341 – 358 .
   Web of Science ®Google Scholar
• Barrington , M. N. and Olsen , M. D. 1987 . Concept of service in the hospitality industry . International Journal of Hospitality Management , 6 ( 3 ) : 131 – 138 .
   Google Scholar
• Becker , C. F. 1992 . A middle range approach to theory development for service organizations , Virginia Polytechnic Institute and State University . Unpublished manuscript
   Google Scholar
• Berg , B. L. 1998 . Qualitative research methods for the social sciences , 3rd ed. , Needham Heights, MA : Allyn and Bacon .
   Google Scholar
• Berry , L. L. 1980 . Services marketing is different . Business , May-June, 24–29
   Google Scholar
• Berry , L. , Parasuraman , A. and Zeithaml , V. 1988 . The service-quality puzzle . Business Horizons , 31 ( 5 ) : 35
   Web of Science ®Google Scholar
• Carman , J. M. 1990 . Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions . Journal of Retailing , 66 ( 1 ) : 33 – 55 .
   Web of Science ®Google Scholar
• Clemenz , C. E. 2001 . Measuring perceived quality of training in the hospitality industry , Virginia Polytechnic Institute and State University . Unpublished manuscript
   Google Scholar
• Cronin , J. J. and Taylor , S. A. 1992 . Measuring service quality: A reexamination and extension . Journal of Marketing , 56 ( 3 ) : 55 – 68 .
   Web of Science ®Google Scholar
• Ekinci , Y. 2002 . A review of theoretical debates on the measurement of service quality: Implications for hospitality research . Journal of Hospitality & Tourism Research , 26 ( 3 ) : 199 – 216 .
   Google Scholar
• Ford , J. K. , MacCallum , R. C. and Tait , M. 1986 . The application of exploratory factor analysis in applied psychology: A critical review and analysis . Personnel Psychology , 39 : 291 – 314 .
   Web of Science ®Google Scholar
• Goldstein , I. L. 1980 . Training in work organizations . Annual Reviews in Psychology , 31 : 229 – 72 .
   Web of Science ®Google Scholar
• Hair , J. F. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 1995 . Multivariate Data Analysis, , 4th edition , New Jersey : Prentice Hall .
   Google Scholar
• Hinkin , T. R. , Tracey , J. B. and Enz , C. A. 1997 . Scale construction: Developing reliable and valid measurement instruments . Journal of Hospitality and Tourism Research , 21 ( 1 ) : 100 – 120 .
   Google Scholar
• Kirkpatrick , D. L. 1959 . Techniques for evaluating training programs . Journal of the American Society of Training Directors , 13 ( 59 ) : 3 – 9 .
   Google Scholar
• Kirkpatrick , D. L. 1998 . Evaluating Training Programs , San Francisco : Berrett-Koehler Publishers, Inc .
   Google Scholar
• Knutson , B. , Stevens , P. , Wullaert , C. , Patton , M. and Yokoyama , F. 1990 . LODGSERV: A service quality index for the lodging industry . Hospitality Research Journal , 14 ( 2 ) : 277 – 284 .
   Google Scholar
• Lovelock , C. H. 1983 . Classifying services to gain strategic marketing insights . Journal of Marketing , 47 : 9 – 20 .
   Web of Science ®Google Scholar
• Mathieu , J. E. , Tannenbaum , S. I and Salas , E. 1992 . Influences of individual and situ-ational characteristics on measures of training effectiveness . Academy of Management Journal , 35 ( 4 ) : 828 – 847 .
   Web of Science ®Google Scholar
• McCleary , K. W. and Weaver , P. A. 1982 . Improving employee service levels through identifying sources of customer satisfaction . International Journal of Hospitality Management , 1 ( 2 ) : 85 – 89 .
   Google Scholar
• Mills , P. K. and Margulies , N. 1980 . Toward a core typology of service organizations . Academy of Management Review , 5 ( 2 ) : 255 – 265 .
   Google Scholar
• Noe , R. 1986 . Trainee's attributes and attitudes: Neglected influences on training effectiveness . Academy of Management Review , 11 ( 4 ) : 736 – 749 .
   Web of Science ®Google Scholar
• 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 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A multipleitem scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 12 – 37 .
   Web of Science ®Google Scholar
• Pyo , S. 2000 . Quality research in tourism and hospitality: Perspectives and research agenda . Journal of Quality Assurance in Hospitality & Tourism , 1 ( 1 ) : 1 – 12 .
   Google Scholar
• Salameh , M. and Barrows , C. W. 2001 . The role of training in achieving TQM in restaurants . Journal of Quality Assurance in Hospitality and Tourism , 1 ( 4 ) : 73 – 95 . SPSS Base 10.0 Applications Guide. Chicago, IL: SPSS 1999
   Google Scholar
• Stevens , P. , Knutson , K. and Patton , M. 1995 . DINESERV: A tool for measuring service quality in restaurants . Cornell Hotel and Restaurant Administration Quarterly , : 56 – 60 .
   Google Scholar
• Teas , R. K. 1993 . Expectations, performance evaluation, and consumer's perceptions of quality . Journal of Marketing , 57 ( 4 ) : 18 – 34 .
   Web of Science ®Google Scholar
• Wiley , C. 1993 . Training for the 90's. How leading companies focus on quality improvement, technological change, and customer service . Employment Relations Today , 20 ( 1 ) : 79 – 96 .
   Google Scholar
• Woods , R. H. and Schmidgall , R. S. 2001 . Update of hospitality management education's most influential scholars: A citation analysis 1989–1999 . Journal of Hospitality and Tourism Education , 13 ( 2 )
   Google Scholar
• Wyckoff , D. 1984 . New tools for achieving service quality . The Cornell Hotel and Restaurant Administration Quarterly , 25 ( 3 ) : 78
   Google Scholar
• Zikmund , W. G. 1997 . Business Research Methods, , 5th edition , Orlando : The Dryden Press .
   Google Scholar