The book focuses on key aspects of the hospitality management curriculum, research, and practice bringing together leading scholars throughout the world. Each essay examines a theme or functional aspect of hospitality management and offers a critical overview of the principle ideas and issues that have contributed, and continue to contribute, within it.

Service quality and Hospitality Organizations

Service quality and hospitality organizations


Despite long-term interest in the understanding of service quality, it remains an elusive concept due to a number of theoretical and methodological shortcomings in the hospitality literature. It is claimed that service quality and satisfaction are theoretically distinct, but the conceptual models fail to acknowledge this distinction in the form of the relationship (e.g. Fournier and Mick, 1999). Oliver (1980, 1997) argues that satisfaction moderates changes between two types of attitude formed at the pre-purchasing and post-purchasing point. Also satisfaction is a transaction-specific evaluation that quickly becomes part of the consumer's overall attitude to the service firm at the post-purchasing point. Therefore satisfaction is similar to the consumer's overall attitude to the service firm. In the ...

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