IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v35y1996i3p207-215.html
   My bibliography  Save this article

Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions

Author

Listed:
  • Hartline, Michael D.
  • Jones, Keith C.

Abstract

No abstract is available for this item.

Suggested Citation

  • Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
    • Handle: RePEc:eee:jbrese:v:35:y:1996:i:3:p:207-215
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/0148-2963(95)00126-3
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    3. Darden, William R. & Babin, Barry J., 1994. "Exploring the concept of affective quality: Expanding the concept of retail personality," Journal of Business Research, Elsevier, vol. 29(2), pages 101-109, February.
    4. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    2. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    3. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    4. Muhammad Kashif & Umair Altaf & Hafiz M. Ayub & Umer Asif & John C. Walsh, 2014. "Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application," Global Business Review, International Management Institute, vol. 15(4), pages 677-693, December.
    5. Sandipan S. Sen & Aliosha Alexandrov & Subhash Jha & William C. McDowell & Emin Babakus, 2023. "Convenient = competitive? How Brick-And-Mortar Retailers can cope with Online Competition," Review of Managerial Science, Springer, vol. 17(5), pages 1615-1643, July.
    6. Karsten Hadwich & Corina Keller, 2015. "Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen," Schmalenbach Journal of Business Research, Springer, vol. 67(2), pages 170-205, May.
    7. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    8. Kelley, Scott W. & Turley, L. W., 2001. "Consumer perceptions of service quality attributes at sporting events," Journal of Business Research, Elsevier, vol. 54(2), pages 161-166, November.
    9. de Wulf, K. & Odekerken-Schröder, G.J. & van Kenhove, P., 2002. "Investments In Consumer Relationships - A Critical Reassessment And Model Extension," Research Memorandum 077, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    10. Kunz, Werner H. & Hogreve, Jens, 2011. "Toward a deeper understanding of service marketing: The past, the present, and the future," International Journal of Research in Marketing, Elsevier, vol. 28(3), pages 231-247.
    11. Xin Xu & James Y. L. Thong & Viswanath Venkatesh, 2014. "Effects of ICT Service Innovation and Complementary Strategies on Brand Equity and Customer Loyalty in a Consumer Technology Market," Information Systems Research, INFORMS, vol. 25(4), pages 710-729, December.
    12. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
    13. Briggs, Elten & Landry, Timothy D. & Daugherty, Patricia J., 2007. "Patronage in continually delivered business service contexts," Journal of Business Research, Elsevier, vol. 60(11), pages 1144-1151, November.
    14. Mohammed Aminu Sualihu & M. Arifur Rahman & Zakiya Tofik-Abu, 2017. "The Payment Behavior of Water Utility Customers in the Greater Accra Region of Ghana: An Empirical Analysis," SAGE Open, , vol. 7(3), pages 21582440177, September.
    15. Lapierre, Jozee & Filiatrault, Pierre & Chebat, Jean-Charles, 1999. "Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services," Journal of Business Research, Elsevier, vol. 45(2), pages 235-246, June.
    16. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    17. El Hedhli, Kamel & Chebat, Jean-Charles, 2009. "Developing and validating a psychometric shopper-based mall equity measure," Journal of Business Research, Elsevier, vol. 62(6), pages 581-587, June.
    18. Yasin Galip Gencer & Ulas Akkucuk, 2017. "Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 110-110, February.
    19. R. K Uppal, 2011. "Excellency in banking services - A new road map for banks in the emerging new competition," Journal of Economics and Behavioral Studies, AMH International, vol. 1(1), pages 32-40.
    20. Nikhil Chandra Shil & Bhagaban Das, 2012. "Satisfaction management in retail financial services: an analysis of gap in perceived quality," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 5(3), pages 256-271.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:35:y:1996:i:3:p:207-215. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.