Service quality in tourism: measurement methods and empirical analysis
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Frankfurt am Main [u.a.]
Lang
1997
|
| Schriftenreihe: | Markt-Management
1 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Literaturverz. S. 171 - 188 |
| Beschreibung: | 196 S. graph. Darst. |
| ISBN: | 3631312261 0820432407 |
Internformat
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| 100 | 1 | |a Langer, Michael |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Service quality in tourism |b measurement methods and empirical analysis |c Michael Langer |
| 264 | 1 | |a Frankfurt am Main [u.a.] |b Lang |c 1997 | |
| 300 | |a 196 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 1 | |a Markt-Management |v 1 | |
| 500 | |a Literaturverz. S. 171 - 188 | ||
| 650 | 7 | |a Service à la clientèle |2 ram | |
| 650 | 7 | |a Tourisme |2 ram | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Tourism | |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Servicepolitik |0 (DE-588)4234502-9 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Tourismus |0 (DE-588)4018406-7 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Tourismus |0 (DE-588)4018406-7 |D s |
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Datensatz im Suchindex
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|---|---|
| adam_text |
Table of Contents
LIST OF ABBREVIATIONS 12
LIST OF FIGURES 13
LIST OF TABLES 16
APPENDICES INDEX 17
A. Research Objectives 19
B. Theory of Service Quality 23
1. The Economic Importance of Service Quality 23
1.1 The Economic Aspects of Services 23
1.2 Service Quality as a Success Factor 27
1.2.1 The Effects on Sales 29
1.2.2 The Effects on Costs 32
2. The Management of Service Quality 35
2.1 Determinants of Service Quality 35
2.2 Perceived Quality 39
2.3 Quality Management 43
3. Models of Service Quality 47
3.1 General Overview 47
3.2 The Meyer Mattmuller Model 49
3.3 The Gronroos Model 53
3.4 The SERVQUAL Model 56
3.5 The Muller Model 63
3.6 Principal Acknowledgement 68
9
C. Measurement of Service Quality 73
1, Measurement Methods 73
1.1 General Overview 73
1.2 Attribute Based Methods 76
1.2.1 The Key Variants of Multi Attribute Methods 79
1.2.2 Evaluation of Attribute Measurement Options 86
1.3 Incident Based Methods 91
1.3.1 Academic Fundamentals and Measurement
Techniques 93
1.3.2 The Importance of Critical Incidents 101
1.4 Critical Acknowledgement 103
D. Service Quality in Tourism Businesses: An Empirical
Analysis 106
1. General Overview of the Travel Agency Market 106
1.1 Developments in the German Travel Agency Market 106
1.2 The Factors for Success of Travel Agencies 111
1.3 Service Quality in the Travel Agency 113
1.4 Characteristics of Tourism Product Packages 117
2. The Company Hapag Lloyd Reiseburo GmbH 119
2.1 The Tourism Operations of the Hapag Lloyd Group 119
2.2 The Significance of the Travel Agency Branch 122
3. Research Design 124
3.1 General Approach 124
3.2 Sampling 127
4. Findings 130
4.1 Sample Frequency Analysis 130
4.2 Customer Profiles 140
4.3 Determinants of Global Customer Satisfaction 148
10
4.4 Customer Benefit Segmentation 155
4.5 Customer Satisfaction Segmentation 163
E. Normative Recommendations 165
BIBLIOGRAPHY 171
APPENDIX 189
11 |
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| illustrated | Illustrated |
| indexdate | 2025-02-26T11:01:02Z |
| institution | BVB |
| isbn | 3631312261 0820432407 |
| language | English |
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| physical | 196 S. graph. Darst. |
| publishDate | 1997 |
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| publisher | Lang |
| record_format | marc |
| series | Markt-Management |
| series2 | Markt-Management |
| spelling | Langer, Michael Verfasser aut Service quality in tourism measurement methods and empirical analysis Michael Langer Frankfurt am Main [u.a.] Lang 1997 196 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Markt-Management 1 Literaturverz. S. 171 - 188 Service à la clientèle ram Tourisme ram Customer services Tourism Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Servicepolitik (DE-588)4234502-9 gnd rswk-swf Tourismus (DE-588)4018406-7 gnd rswk-swf Tourismus (DE-588)4018406-7 s Servicepolitik (DE-588)4234502-9 s Qualitätsmanagement (DE-588)4219057-5 s DE-604 Markt-Management 1 (DE-604)BV011554043 1 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007779459&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Langer, Michael Service quality in tourism measurement methods and empirical analysis Markt-Management Service à la clientèle ram Tourisme ram Customer services Tourism Qualitätsmanagement (DE-588)4219057-5 gnd Servicepolitik (DE-588)4234502-9 gnd Tourismus (DE-588)4018406-7 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4234502-9 (DE-588)4018406-7 |
| title | Service quality in tourism measurement methods and empirical analysis |
| title_auth | Service quality in tourism measurement methods and empirical analysis |
| title_exact_search | Service quality in tourism measurement methods and empirical analysis |
| title_full | Service quality in tourism measurement methods and empirical analysis Michael Langer |
| title_fullStr | Service quality in tourism measurement methods and empirical analysis Michael Langer |
| title_full_unstemmed | Service quality in tourism measurement methods and empirical analysis Michael Langer |
| title_short | Service quality in tourism |
| title_sort | service quality in tourism measurement methods and empirical analysis |
| title_sub | measurement methods and empirical analysis |
| topic | Service à la clientèle ram Tourisme ram Customer services Tourism Qualitätsmanagement (DE-588)4219057-5 gnd Servicepolitik (DE-588)4234502-9 gnd Tourismus (DE-588)4018406-7 gnd |
| topic_facet | Service à la clientèle Tourisme Customer services Tourism Qualitätsmanagement Servicepolitik Tourismus |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007779459&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV011554043 |
| work_keys_str_mv | AT langermichael servicequalityintourismmeasurementmethodsandempiricalanalysis |