Application of Service Quality: A Guideline of Developing the Service Quality Delivery for Spa Service
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Published:
May 27, 2014
Keywords:
Service quality Service value Service encounter Customer satisfaction Behavioral intentions Spa Service
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Abstract
Service quality is a notion urging great awareness and debate for managers and researchers as its severe effect on service performance (Parasuraman et al., 1985; Lewis & Mitchell, 1990). The spa service is another business involving service quality and identified as treatments for rest and beauty treatments to wellness therapies (Department of Trade Negotiation, 2011). The purpose of this research is to 1) to explore the determinants that involve service quality 2) to study the related research and to propose the relationship between the determinants found and 3) to suggest the guidelines to enhance the quality service delivery for spa service. The results found were as follows 1) there were five determinants; service quality, service value, service encounter, customer satisfaction and behavioral intentions 2) evidences showed many related research about the involvement; service quality, service value and service encounter have an effect on customer satisfaction, service quality has an effect on service value, customer satisfaction have an effect on behavioral intentions and 3) suggested guidelines for developing the quality service delivery for spa service produced from concept of service quality were proposed. The method of this study employed a documentary research carrying out literature reviews and content analyses from secondary data.
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References
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Anderson, R. E. (1973) Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. Journal of Marketing Research 10: 38-44.
Anderson, E. W. and Marry, S. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science 12(2): 125.
Ashton, S. A., Scott, N., Solnet, D. and Breakey, N. (2010) Hotel Restaurant Dining: The Relationship between Perceived Value and Intention to Purchase. Tourism and Hospitality Research 10(3): 206-218.
ASI Quality Systems. (1992) Quality Function Deployment - Practioner Workshop. USA: American Supplier Institute Inc.
Baker, D. A. and Crompton, J. L. (2000) Quality, Satisfaction and Behavioral Intentions. Annals of Tourism Research 27(3): 785-804.
Beatson, A., Lee, N. and Coote, L. (2007) Self-Service Technology and the Service Encounter. The Service Industries Journal 27(1): 75-89.
Bitner, M. J. (1990) Evaluating Service Encounter: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing 54(2): 69-82.
Bitner, M. J. and Hubert, A. R. (1994) Encounter Satisfaction versus Overall Satisfaction versus Quality: the Customer’s Voice: Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: Sage.
Bowen, J. T. and Shoemaker, S. (1998) Loyalty: A Strategic Commitment.Hotel and Restaurant Administration Quarterly, Cornell University, February.
Cadotte, E., Woodruff, R. and Jenkins, R. (1987) Expectations and Norms in Models of Consumer Satisfaction. Journal of Marketing Research 8(9): 305-314.
Cardozo, R. N. (1965) Customer Satisfaction: Laboratory Study and Application of Service Quality 98 Anan Chieochankitkan and Kassara Sukpatch Marketing in Action. Journal of Marketing Research 2(6): 244-249.
Carlzon, J. (1987) Moments of Truth. Cambridge, MA: Ballinger Publishing.
Chen, C. F. and Tsai, D. C. (2007) How Destination Image and EvaluativeFactors Affect Behavioral Intentions? Tourism Management 28: 1115-1122.
Choi, K. S., Cho, W. H., Lee, S., Lee, H. and Kim, C. (2004) The Relationships among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korea Study. Journal of Business Research 57: 913-921.
Cohen, M. R., Senders, J. and Davis, N. M. (1994) Failure Mode and Effects Analysis: Dealing with Human Error. Nursing 4: 24:40.
Czepiel, J. (1990) Service Encounters and Service Relationships: Implications for Research. Journal of Business Research 20 (January): 13-21.
Chuang, Pao-Tiao. (2007) Combining Service Blueprint and FMEA for Service Design. The Service Industries Journal 5(4): 160-170.
Churchill, G. and Surprenant, J. R. (1982) An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research 19(4): 491-504.
Cronin, J. J. and Taylor, S. A. (1992) Measuring Service Quality: AReexamination and Extension. Journal of Marketing 6(July): 55-68.
Curry, A. (1999) Innovation in Public Service Management. Managing Service Quality 9(3): 180-190.
Department of Trade Negotiation. (2011) Business Services: Spa & Thai Massage. Nonthaburi.
Doyle, M. (1984) New Ways of Measuring Value. Progressive Grocer-Value. Executive Report 15-19.
Dodds, W. B., Monroe, K. B. and Grewal, D. (1991) Effects of Price, Brand and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research 28(3): 307-319.
Elisa M. A., Gonzalez, J. A. and Fraiz, B. (2005) An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioral Intentions in Spanish Health Spas. Journal of Hospitality & Leisure Marketing 13(2): 67-90.
Enrique J., Bigne R. and Fies, P. (2001) Tourist Image, Evaluation Variables and After Purchase Behavior Inter-Relationship. Tourism Management 22(3): 607-616.
Gronroos, C. (1982) Strategic Management and Marketing in Service Sector. Cambridge: Marketing Science Institute.
Gronroos, C. (1984) A Service Quality Model and Its Marketing Implications. European Journal of Marketing 18(4): 4-15.
Gronroos, C. (1988) Service Quality: The Six Criteria of Good Service Quality. Review of Business 8(3): 10-12.
Hirshman, A. O. (1970) Exit, Voice and Loyalty Responses to Declines in Firms, Organizations and States. Cambridge: Harvard University Press.
Hoffman, D. K. and Bateson, J. E. (1997) Essentials of Services Marketing. Orlando: Dryden Press.
Juwaheer, T. D. (2003) A Study of Hotel Guest Perceptions in Mauritius. International Journal of Contemporary Hospitality Management 15(2): 105-115.
Kandampully, Jay A. (2007) Service Management: The New Paradigm in Hospitality. Upper Saddle: Prentice-Hall.
Kang, G. D. and James, J. (2004) Service Quality Dimensions: An Examination of Gronroos’s Service Quality Model.Managing Service Quality 14(4): 266-277.
Kim, H. J., Park, J., Kim, M. J. and Ryu, K. (2012) Does Perceived Restaurant Food Healthiness Matter? Its influence on Value, Satisfaction and Revisit Intentions in Restaurant Operations in South Korea. International Journal of Hospitality Management 5 (December): 566-576.
Konstantinos, A. (2002) Can Perceptions of Service Quality Predict Behavioral Intention? An Exploratory Study in Hotel in Greece, Managing Service Quality 12(4): 224-231.
LaBarbera, P. and Mazursky, D. (1983) A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process. Journal of Marketing Research November: 393-404.
Lee, C. K., Yoon, Y. S. and Lee, S. K. (2007) Investing the Relationships Among Perceived Value Satisfaction and Recommendations: The Case of the Korean DMZ. Tourism Management 28: 204-214.
Lee, R. K., Kim, H. R. and Gon, W. (2012) The Influence of the Quality of the Physical Environment, Food, and Service on Restaurant Image, Customer Perceived Value, Customer Satisfaction, and Behavioral Intentions. International Journal of Contemporary Hospitality Management 4: 75-84.
Lewis, R. C. and Booms, B. H. (1983) The Marketing Aspects of Service Quality. Chicago: American Marketing Association.
Lovelock, C. H., Wirtz, J. and Keh, H. T. (2002) Services Marketing in Asia: Managing People, Technology and Strategy. London: Prentice-Hall.
Lofgren, M. (2005) Winning at the First and Second Moments of Truth: An Exploratory Study. Managing Service Quality 15(1): 102-115.
Luk, S. T. K. and Layton, R. (2000) Perception Gaps in Customer Expectations: Manager versus Service Providers and Customers. The Service Industries Journal 22(2) April: 109-128.
Lutz, R. (1986) The Determinants of Satisfaction for a Higher Involvement Product: Three Rival Hypotheses and Their Implications in the Health Care Context. Advances in Consumer Research 13: 316-320.
Monroe, K. B. (1991) Pricing - Making Profitable Decision. New York: McGraw-Hill.
Norman, R. (1984) Service Management: Strategy and Leadership in Service Businesses. New York: John Wiley.
Oliver, R. L. (1977) A Theoretical Reinterpretation of Expectation and Disconfirmation Effects on Posterior Product Evaluation: Experiences in the Field. In Consumer Satisfaction, Dissatisfaction and Complaining Behavior, edited by Ralph Day. Bloomington: Indiana University (April): 2-9.
Oliver, R. L. (1981) Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing 57(Fall): 25-48.
Olshavsky, R. W. and Miller, J. A. (1972) Consumer Expectations, Product Performance and Perceived Product Quality. Journal of Marketing Research 9: 19-21.
Parasuraman, A., Zeithml, V. A. and Berry, L. L. (1985) A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing 49: 41-50.
Park, J. W., Robertson, R. and Wo, C. L. (2004) The Effect of Airline Service Quality on Passengers’ Behavioral Intentions: A Korea Case Study. Journal of Transport Management 10: 435-439.
Patterson, M., West, M., Lawthom, R. and Nickell, S. (1997) Impact of People Management Practices on Business Performance. London: Institute of Personnel and Development.
Petrick, J. F. (2004) First Timers and Repeaters Perceived Value. Journal of Travel Research 43: 29-83.
Petrick, J. F. and Backman, S. J. (2002) An Examination of Golf Travelers’ Satisfaction, Perceived Value, Loyalty and Intentions to Revisit. Tourism Analysis 6: 223-237.
Phayakkawichern, P. (2006) Thailand Tourism Development both Present and Future. eTAT Tourism Journal 3(2): 1-19.
Pullman, M. and Gross, M. (2004) Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors. Decision Sciences Journal 35(3): 551-578.
Rahaman, K. R. and Rahaman, M. A. (2009) Service Quality Attributes Affecting the Satisfaction of Railway Passengers of Selective Route in Southwestern Part of Bangladesh. Theoretical and Empirical Researches in Urban Management 3(12): 450-461.
Richins, M. (1983) Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study. Journal of Marketing 47(Winter): 68-78.
Rust, R. T. and Oliver, R. L. (1994) Service Quality, Insight and Managrial Implications from the Frontier In Service Quality: New Directions in Theory and Practice edited by Rust, R. T. and Oliver, R. L., Thousand Oaks: Sage Publications.
Rust, R. T., Zahorik, A. J. and Keiningham, T. L. (2006) Service Marketing. New York: Haper Collin.
Sanchez, J., Callarisa, L. M., Rodriguez and Moliner, M. A. (2006) Perceived Value of the Purchase of Tourism Product. Tourism Management 27: 394-409.
Shet, J. N., Newman, B. I. and Gross, B. L. (1991) Why We Buy What We Buy: A Theory of Consumption Values. Journal of Business Research 22: 159-170.
Shostack, L. G. (1984) Designing Services that Deliver. Harvard Business Review (January-February): 133-139.
Singh, J. (1988) Consumer Complaint Intention and Behavioral: Definitional and Taxonomical Issues. Journal of Consumer Affairs 52(January): 93-107.
Spreng, R. A., Mackenzie, S. B. and Olshavsky, R. W. (1996) A Reexamination of the Determinants of Consumer Satisfaction. Journal of Marketing 60(July): 15-32.
Stevens, P., Knutson, B. and Patton, M. (1995) DINESERV: a Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly 36: 56-60.
Uttal, B. (1987) Companies that Serve You Best. Fortune 7(December): 98-116.
Whiteley, R. C. (1991) The Customer Driven Company. Reading. London: Addison-Wesley Publishing.
Widjaja, C. D. (2005) Managing Service Quality in Hospitality Industry Through Managing the Moment of Truth: A Theoretical Approach. Journal Management 1(1): 6-13.
William O. B. and Jesse E. T. (1979) Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research Febuary: 21-28.
Wu, C. (1999) Measuring Service Quality in a Mid-Price Chinese Restaurant: Application of DINESERV Instrument. Paper Presented at the I-CHRIE, Albuquerque, NM.
Yung, E. and Chan, A. (2001) Business Travelers Satisfaction with Hotel Service Encounters. Journal of Travel & Tourism Marketing 11(4): 29-41.
Zeithaml, V. A. (1988) Consumer Perception of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing 52(3): 2-22.
Zeithaml, V. A. (1990) Review of Marketing. Chicago: American Marketing Association.
Zeithaml, V. A. and Bitner, J. (1996) Service Marketing. Singapore: McGraw-Hill International Edition.
Zeithaml, V. A. and Bitner, J. (2003) Service Marketing: Integrating Customer Focus Across the Firm. Boston: McGraw-Hill.
Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1990) Delivering Quality Service. New York: Free Press.
Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) The Behavioral Consequences of Service Quality. Journal of Marketing 60: 31-46.
Anderson, R. E. (1973) Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. Journal of Marketing Research 10: 38-44.
Anderson, E. W. and Marry, S. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science 12(2): 125.
Ashton, S. A., Scott, N., Solnet, D. and Breakey, N. (2010) Hotel Restaurant Dining: The Relationship between Perceived Value and Intention to Purchase. Tourism and Hospitality Research 10(3): 206-218.
ASI Quality Systems. (1992) Quality Function Deployment - Practioner Workshop. USA: American Supplier Institute Inc.
Baker, D. A. and Crompton, J. L. (2000) Quality, Satisfaction and Behavioral Intentions. Annals of Tourism Research 27(3): 785-804.
Beatson, A., Lee, N. and Coote, L. (2007) Self-Service Technology and the Service Encounter. The Service Industries Journal 27(1): 75-89.
Bitner, M. J. (1990) Evaluating Service Encounter: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing 54(2): 69-82.
Bitner, M. J. and Hubert, A. R. (1994) Encounter Satisfaction versus Overall Satisfaction versus Quality: the Customer’s Voice: Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: Sage.
Bowen, J. T. and Shoemaker, S. (1998) Loyalty: A Strategic Commitment.Hotel and Restaurant Administration Quarterly, Cornell University, February.
Cadotte, E., Woodruff, R. and Jenkins, R. (1987) Expectations and Norms in Models of Consumer Satisfaction. Journal of Marketing Research 8(9): 305-314.
Cardozo, R. N. (1965) Customer Satisfaction: Laboratory Study and Application of Service Quality 98 Anan Chieochankitkan and Kassara Sukpatch Marketing in Action. Journal of Marketing Research 2(6): 244-249.
Carlzon, J. (1987) Moments of Truth. Cambridge, MA: Ballinger Publishing.
Chen, C. F. and Tsai, D. C. (2007) How Destination Image and EvaluativeFactors Affect Behavioral Intentions? Tourism Management 28: 1115-1122.
Choi, K. S., Cho, W. H., Lee, S., Lee, H. and Kim, C. (2004) The Relationships among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korea Study. Journal of Business Research 57: 913-921.
Cohen, M. R., Senders, J. and Davis, N. M. (1994) Failure Mode and Effects Analysis: Dealing with Human Error. Nursing 4: 24:40.
Czepiel, J. (1990) Service Encounters and Service Relationships: Implications for Research. Journal of Business Research 20 (January): 13-21.
Chuang, Pao-Tiao. (2007) Combining Service Blueprint and FMEA for Service Design. The Service Industries Journal 5(4): 160-170.
Churchill, G. and Surprenant, J. R. (1982) An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research 19(4): 491-504.
Cronin, J. J. and Taylor, S. A. (1992) Measuring Service Quality: AReexamination and Extension. Journal of Marketing 6(July): 55-68.
Curry, A. (1999) Innovation in Public Service Management. Managing Service Quality 9(3): 180-190.
Department of Trade Negotiation. (2011) Business Services: Spa & Thai Massage. Nonthaburi.
Doyle, M. (1984) New Ways of Measuring Value. Progressive Grocer-Value. Executive Report 15-19.
Dodds, W. B., Monroe, K. B. and Grewal, D. (1991) Effects of Price, Brand and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research 28(3): 307-319.
Elisa M. A., Gonzalez, J. A. and Fraiz, B. (2005) An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioral Intentions in Spanish Health Spas. Journal of Hospitality & Leisure Marketing 13(2): 67-90.
Enrique J., Bigne R. and Fies, P. (2001) Tourist Image, Evaluation Variables and After Purchase Behavior Inter-Relationship. Tourism Management 22(3): 607-616.
Gronroos, C. (1982) Strategic Management and Marketing in Service Sector. Cambridge: Marketing Science Institute.
Gronroos, C. (1984) A Service Quality Model and Its Marketing Implications. European Journal of Marketing 18(4): 4-15.
Gronroos, C. (1988) Service Quality: The Six Criteria of Good Service Quality. Review of Business 8(3): 10-12.
Hirshman, A. O. (1970) Exit, Voice and Loyalty Responses to Declines in Firms, Organizations and States. Cambridge: Harvard University Press.
Hoffman, D. K. and Bateson, J. E. (1997) Essentials of Services Marketing. Orlando: Dryden Press.
Juwaheer, T. D. (2003) A Study of Hotel Guest Perceptions in Mauritius. International Journal of Contemporary Hospitality Management 15(2): 105-115.
Kandampully, Jay A. (2007) Service Management: The New Paradigm in Hospitality. Upper Saddle: Prentice-Hall.
Kang, G. D. and James, J. (2004) Service Quality Dimensions: An Examination of Gronroos’s Service Quality Model.Managing Service Quality 14(4): 266-277.
Kim, H. J., Park, J., Kim, M. J. and Ryu, K. (2012) Does Perceived Restaurant Food Healthiness Matter? Its influence on Value, Satisfaction and Revisit Intentions in Restaurant Operations in South Korea. International Journal of Hospitality Management 5 (December): 566-576.
Konstantinos, A. (2002) Can Perceptions of Service Quality Predict Behavioral Intention? An Exploratory Study in Hotel in Greece, Managing Service Quality 12(4): 224-231.
LaBarbera, P. and Mazursky, D. (1983) A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process. Journal of Marketing Research November: 393-404.
Lee, C. K., Yoon, Y. S. and Lee, S. K. (2007) Investing the Relationships Among Perceived Value Satisfaction and Recommendations: The Case of the Korean DMZ. Tourism Management 28: 204-214.
Lee, R. K., Kim, H. R. and Gon, W. (2012) The Influence of the Quality of the Physical Environment, Food, and Service on Restaurant Image, Customer Perceived Value, Customer Satisfaction, and Behavioral Intentions. International Journal of Contemporary Hospitality Management 4: 75-84.
Lewis, R. C. and Booms, B. H. (1983) The Marketing Aspects of Service Quality. Chicago: American Marketing Association.
Lovelock, C. H., Wirtz, J. and Keh, H. T. (2002) Services Marketing in Asia: Managing People, Technology and Strategy. London: Prentice-Hall.
Lofgren, M. (2005) Winning at the First and Second Moments of Truth: An Exploratory Study. Managing Service Quality 15(1): 102-115.
Luk, S. T. K. and Layton, R. (2000) Perception Gaps in Customer Expectations: Manager versus Service Providers and Customers. The Service Industries Journal 22(2) April: 109-128.
Lutz, R. (1986) The Determinants of Satisfaction for a Higher Involvement Product: Three Rival Hypotheses and Their Implications in the Health Care Context. Advances in Consumer Research 13: 316-320.
Monroe, K. B. (1991) Pricing - Making Profitable Decision. New York: McGraw-Hill.
Norman, R. (1984) Service Management: Strategy and Leadership in Service Businesses. New York: John Wiley.
Oliver, R. L. (1977) A Theoretical Reinterpretation of Expectation and Disconfirmation Effects on Posterior Product Evaluation: Experiences in the Field. In Consumer Satisfaction, Dissatisfaction and Complaining Behavior, edited by Ralph Day. Bloomington: Indiana University (April): 2-9.
Oliver, R. L. (1981) Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing 57(Fall): 25-48.
Olshavsky, R. W. and Miller, J. A. (1972) Consumer Expectations, Product Performance and Perceived Product Quality. Journal of Marketing Research 9: 19-21.
Parasuraman, A., Zeithml, V. A. and Berry, L. L. (1985) A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing 49: 41-50.
Park, J. W., Robertson, R. and Wo, C. L. (2004) The Effect of Airline Service Quality on Passengers’ Behavioral Intentions: A Korea Case Study. Journal of Transport Management 10: 435-439.
Patterson, M., West, M., Lawthom, R. and Nickell, S. (1997) Impact of People Management Practices on Business Performance. London: Institute of Personnel and Development.
Petrick, J. F. (2004) First Timers and Repeaters Perceived Value. Journal of Travel Research 43: 29-83.
Petrick, J. F. and Backman, S. J. (2002) An Examination of Golf Travelers’ Satisfaction, Perceived Value, Loyalty and Intentions to Revisit. Tourism Analysis 6: 223-237.
Phayakkawichern, P. (2006) Thailand Tourism Development both Present and Future. eTAT Tourism Journal 3(2): 1-19.
Pullman, M. and Gross, M. (2004) Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors. Decision Sciences Journal 35(3): 551-578.
Rahaman, K. R. and Rahaman, M. A. (2009) Service Quality Attributes Affecting the Satisfaction of Railway Passengers of Selective Route in Southwestern Part of Bangladesh. Theoretical and Empirical Researches in Urban Management 3(12): 450-461.
Richins, M. (1983) Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study. Journal of Marketing 47(Winter): 68-78.
Rust, R. T. and Oliver, R. L. (1994) Service Quality, Insight and Managrial Implications from the Frontier In Service Quality: New Directions in Theory and Practice edited by Rust, R. T. and Oliver, R. L., Thousand Oaks: Sage Publications.
Rust, R. T., Zahorik, A. J. and Keiningham, T. L. (2006) Service Marketing. New York: Haper Collin.
Sanchez, J., Callarisa, L. M., Rodriguez and Moliner, M. A. (2006) Perceived Value of the Purchase of Tourism Product. Tourism Management 27: 394-409.
Shet, J. N., Newman, B. I. and Gross, B. L. (1991) Why We Buy What We Buy: A Theory of Consumption Values. Journal of Business Research 22: 159-170.
Shostack, L. G. (1984) Designing Services that Deliver. Harvard Business Review (January-February): 133-139.
Singh, J. (1988) Consumer Complaint Intention and Behavioral: Definitional and Taxonomical Issues. Journal of Consumer Affairs 52(January): 93-107.
Spreng, R. A., Mackenzie, S. B. and Olshavsky, R. W. (1996) A Reexamination of the Determinants of Consumer Satisfaction. Journal of Marketing 60(July): 15-32.
Stevens, P., Knutson, B. and Patton, M. (1995) DINESERV: a Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly 36: 56-60.
Uttal, B. (1987) Companies that Serve You Best. Fortune 7(December): 98-116.
Whiteley, R. C. (1991) The Customer Driven Company. Reading. London: Addison-Wesley Publishing.
Widjaja, C. D. (2005) Managing Service Quality in Hospitality Industry Through Managing the Moment of Truth: A Theoretical Approach. Journal Management 1(1): 6-13.
William O. B. and Jesse E. T. (1979) Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research Febuary: 21-28.
Wu, C. (1999) Measuring Service Quality in a Mid-Price Chinese Restaurant: Application of DINESERV Instrument. Paper Presented at the I-CHRIE, Albuquerque, NM.
Yung, E. and Chan, A. (2001) Business Travelers Satisfaction with Hotel Service Encounters. Journal of Travel & Tourism Marketing 11(4): 29-41.
Zeithaml, V. A. (1988) Consumer Perception of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing 52(3): 2-22.
Zeithaml, V. A. (1990) Review of Marketing. Chicago: American Marketing Association.
Zeithaml, V. A. and Bitner, J. (1996) Service Marketing. Singapore: McGraw-Hill International Edition.
Zeithaml, V. A. and Bitner, J. (2003) Service Marketing: Integrating Customer Focus Across the Firm. Boston: McGraw-Hill.
Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1990) Delivering Quality Service. New York: Free Press.
Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) The Behavioral Consequences of Service Quality. Journal of Marketing 60: 31-46.