A new tune from an old instrument: the application of SERVQUAL to a tourism service business.
作者： Robert A. Home
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摘要: SUMMARY The ability to provide high quality customer service and deliver value is critical attracting customers in the competitive tourism environment. This research seeks explore whether instrument developed by Zeithaml et al. (1990), referred as SERVQUAL, can be applied a business quantifiable method of measuring quality. An adaptation SERVQUAL was operating tours through brewery Tasmania, Australia. proved adequately internally reliable provided apparently useful easily interpretable diagnostic data management business. It concluded that has potential tool care taken adapt individual needs user while remaining within underlying theoretical framework. Adaptation simplification complicated provides small businesses with new way gaining t...
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