BazEkon - Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie

BazEkon home page

Meny główne

Olszewski Marcin
Measuring Service Quality in Tourism
Zeszyty Naukowe / Akademia Ekonomiczna w Poznaniu, 2008, nr 99, s. 55-71, tab., bibliogr. 25 poz.
Słowa kluczowe
Usługi turystyczne, Turystyka, Jakość usług, Badanie jakości
Tourism services, Tourism, Quality of services, Quality research
The problem of quality measurement has been widely explored in service and tourism literature alike. Discussion on the nature of quality and the ways it can be measured produced a range of quality measurement methods that can be applied in tourism. Most of these methods are based on closed-ended questions thus not allowing tourists to express their opinions freely. Given the nature of tourism product and specificity of its assessment, it appears that open-ended questions should be more widely used in the evaluation of tourism services quality. Based on the survey conducted among students of the Poznan University of Economics, the article discusses the application of an open-ended method in determining attributes of a tourism product that are important to students, and in measuring tourism product quality. The article consists of three parts. The first one discusses the importance of quality measurement in tourism and the features of the industry that determine a holistic treatment of quality. The second part deals with the qualitative and quantitative aspects of quality measurement. The third one presents a practical application of a qualitative method in holiday assessment. The research methodology is outlined, together with the sample description and the method of selecting holiday attributes both for the stage of travel decision-making and post-experience quality evaluation. The closing section summarises the benefits and drawbacks of the method used, draws conclusions for the tourism industry and offers suggestions for further research. (original abstract)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie
Biblioteka SGH im. Profesora Andrzeja Grodka
Biblioteka Główna Uniwersytetu Ekonomicznego w Katowicach
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Ekonomicznego we Wrocławiu
Pełny tekst
  1. Akama J.S., Kieti D.M., Measuring Tourists Satisfaction with Kenya's Wildlife Safari: A Case Study of Tsavo West National Park, Tourism Management vol. 24, 2003, no. 1.
  2. Baker D.A., Crompton J.L., Quality, Satisfaction and Behavioral Intention, Annals of Tourism Research vol. 27, 2000, no. 3.
  3. Boulding W., Kalra A., Staelin R., Zeithaml V.A., A Dynamic Process Model of Service Quality: Prom Expectations to Behavioral Intentions, Journal of Marketing Research vol. 30, 1993.
  4. Callan R.J., The Critical Incident Technique in Hospitality Research: An Illustration from the UK Lodge Sector, Tourism Management vol. 19, 1998, no. 1.
  5. Chung B., Hoffman K.D., Critical Incidents. Service Failures that Matter Most, Cornell Hotel and Restaurant Quarterly, June 1998.
  6. Cronin J. J. Jr, Taylor S., Measuring Service Quality. A Reexamination and Extension, Journal of Marketing vol. 56, 1992.
  7. Dube L., Renaghan L.M., Creating Visiblc Customer Value, Cornell Hotel and Restaurant Administration Quarterly, February 2000.
  8. Edvardson B., Stravik T., Is a Critical Incident Critical for a Customer Relationship? Managing Service Quality vol. 10, 2000, no. 2.
  9. Juwaheer T.D., Exploring International Tourists' Perceptions of Hotel Operations by Using Modified SERVQUAL Approach - A Case Study of Mauritius, Managing Service Quality vol. 14, 2004, no. 5.
  10. Knutson B.J., Stevens R, Wullaert C., Patton M., Yokoyama E, The Service Scoreboard: A Service Quality Measurement Tool for the Hospitality Industry, Hospitality Research Journal vol. 14, 1990, no. 2.
  11. Konecki K., Studia z metodologii badań jakościowych. Teoria ugruntowana, PWE, Warszawa 2000.
  12. Kostera M., Postmodernizm w zarządzaniu, PWE, Warszawa 1996.
  13. Lam T., Zhang H.Q., Service Quality of Travel Agents: The Case of Travel Agents in Hong Kong, Tourism Management vol. 20, 1999, no. 3.
  14. Obenour W., Patterson M., Pedersen P., Pearson L., Conceptualization of Meaning-based Research Approach for Tourism Service Experience, Tourism Management vol. 27, 2006, no. 1.
  15. Olszewski M., Zastosowanie metod oceny jakości w hotelarstwie, w: Turystyka w ujęciu globalnym i lokalnym, ed. G. Gołembski, Wydawnictwo Akademii Ekonomicznej w Poznaniu, Poznań 2004.
  16. Palmer A., O'Neil M., The Effects of Perceptual Processes on the Measurement of Service Quality, Journal of Services Marketing vol. 17, 2003, no. 3.
  17. Pearce R, Caltabiano M., Inferring Travel Motivation from Travelers' Experience, Journal of Travel Research vol. 22, 1983.
  18. Rapacz A., Jakość sposobem konkurencji przedsiębiorstw i regionów turystycznych, in: Rozwój usług turystycznych u progu XXI wieku, ed. G. Gołembski, Wydawnictwo Akademii Ekonomicznej w Poznaniu, Poznań 1999.
  19. Ritchie J.R.B., Crouch G.L, Quality, Price and the Tourism Experience: Roles and Contribution to Destination Competitiveness, Quality Management in Tourism, AIEST vol. 39, 1997.
  20. Stevens P., Knutson B., Patton M., Dineserv: A Tool for Measuring Service Quality in Restaurants, Cornell Hotel and Restaurant Administration Quarterly vol. 36,1996, no. 2.
  21. Tribe V., Snaith T., From SERVQUAL to HOLSAT: Holiday Satisfaction in Varadero, Cuba, Tourism Management vol. 19, 1998, no. 1.
  22. Weiermair K., On the Concept and Definition of Quality in Tourism, Quality Management in Tourism, AIEST vol. 39, 1997.
  23. Weiermair K., Fuchs M., Measuring Tourist Judgment on Service Quality, Annals of Tourism Research vol. 26, 1999, no. 1.
  24. Yŭksel A., Rimmington M., Customer Satisfaction Measurement, Cornell Hotel and Restaurant Administration Quarterly, December 1998.
  25. Zeithaml V.A., Berry L.L., Parasuraman A., The Behavioral Consequences of Service Quality, Journal of Marketing vol. 60, 1996.
Cytowane przez
Udostępnij na Facebooku Udostępnij na Twitterze Udostępnij na Google+ Udostępnij na Pinterest Udostępnij na LinkedIn Wyślij znajomemu