Service Quality Factors: a Study on Travel Agencies Industry
This paper develops a comprehensive model measuring service quality in the travel industry based on an extensive literature review, qualitative and empirical research. The authors propose a multidimensional and hierarchical model of service quality, which is consistent with the latest conceptualizations in the literature. In this model, service quality is a third-order construct which is composed of several dimensions and subdimensions. Our findings show that customers’ perceived service quality of travel agencies consists of three primary dimensions such as personal interaction, physical environmental and outcome, which are defined by seven subdimensions such as conduct, expertise, problem solving, equipment, ambient conditions, waiting time and valence. Our model has important implications for the measurement of service quality in this specific industry as well as for the development of valid measures of quality perception in the context of services.
Babakus, Emin and Gregory W. Boller (1992), “An empirical Assessment of the SERVQUAL Scale,” Journal of Business Research, 24, 235-268.
Bigné, Enrique, Clara Martínez, María J. Miquel, and Ana Belloch (1996), “La Calidad de Servicio en las Agencias de Viaje. Una Adaptación de la Escala SERVQUAL,” Revista Europea de Dirección y Economía de la empresa, 5 (2), 7-18.
Bitner, Mary Jo (1990), “Evaluating Service Encounters: The Effects of Physical Surrounding and Employees Responses,” Journal of Marketing, 54 (2), 69-81.
Brady, Michael K. and J. Joseph Cronin Jr. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach,” Journal of Marketing, 65 (July), 34-49.
Capelleras, Joan L. and José M. Veciana (2002), “Service Quality in University Education: An Empirical Assessment,” 31st European Marketing Academy Conference, Braga (Portugal).
Carman, James M. (2000), “Patient Perceptions of Service Quality: Combining the Dimensions,” Journal of Services Marketing, 49 (1), 57-65.
Churchill, Gilbert A. Jr. (1979), “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research, 16 (1), 64-73.
Cronin, J. Joseph Jr. and Steven A. Taylor (1992), “Measuring Service Quality: a rexamination and extension,” Journal of Marketing, 56, 55-68.
Dabholkar, Pratibha A., Dayle I. Thorpe and Joseph O. Rentz (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, 24 (1), 3-16.
Fick, Gavin R. and J. R. Brent Ritchie (1991), “Measuring Service Quality in the Travel and Tourism Industry,” Journal of Travel Research, 30 (2), 2-9.
Grönroos, Christian (1984), “A service Quality Model and its Marketing Implications,” European Journal of Marketing, 18 (4), 36-44.
Grönroos, Christian (1982), Strategic Management and Marketing in the Service Sector, Helsingfors: Swedish School of Economies and Business Administration.
Hayduk, Leslie A. (1996), LISREL Issues, Debates and Strategies, Baltimore, MD.: Johns Hopkins University Press.
Hayduk, Leslie A. and Dale N. Glaser (2000), “Jiving the four-step, waltzing around factor analysis, and other serious fun,” Structural Equation Modeling, 7, 1-35.
Johns, Nick, Turgay Avci and Osman Karatepe (2004), “Measuring Service Quality of Travel Agents: Evidence from Northern Cyprus,” The Service Industries Journal, 24 (3), 82-100.
Johnson, Michael D., Herrmann, Andreas and Frank Huber (2006), “The evolution of loyalty intentions,” Journal of Marketing, 70 (April), 122-132.
Jöreskog, Karl G. and Dag Sörbom (2001), LISREL 8.50, Chicago: Scientific Software International.
Kim, Soyoung and Byoungho Jin (2002), “Validating the Retail Service Quality Scale for US and Korean Customer of Discount Stores: An Exploratory Study,” Journal of Services Marketing, 16 (3), 223-237.
Ko, Yong J. and Donna L Pastore (2004), “Current Issues and Conceptualizations of Service in the Recreational Sport Industry,” Sport Marketing Quarterly, 13 (3), 159-167.
Lam, Terry and Hanqin Q. Zhang (1999), “Service Quality of Travel Agents: The Case of Travel Agents in Hon Kong,” Tourism Management, 20, 341-349.
LeBlanc, Gaston (1992), “Factor Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perception,” Journal of Travel Research, 30 (4), 10-17.
Mittal, Vikas, Jerome M. Katrichis and Pankaj Kumar (2001), “Attribute performance and customer satisfaction over time: evidence from two field studies,” Journal of Services Marketing, 15 (5), 343-356.
Parasuraman, A.,Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64 (1), 12-40.
Rust, Roland T. and Richard L. Oliver (1994), “Service Quality: Insights and Managerial Implications from the Frontier”, in Service Quality: New Directions in Theory and Practice, ed. Roland T. Rust, and Richard L. Oliver, London: Sage Publications, 1-19.
Ryan, Chris and Andrew Cliff (1997), “Do Travel Agencies Measure Up To Customer Expectation? An Empirical Investigation of Travel Agencies’ Service Quality As Measured by SERVQUAL,” Journal of Travel and Tourism Marketing, 62, 1-32.
Setó, Dolors (2003), “La Influencia de la Calidad de Servicio, Imagen, la Satisfacción y la Confianza en la Fidelidad del Cliente,” Revista Española de Investigación de Marketing, 7 (1), 27-55.
Teas, R. Kenneth (1993), “Expectations, Performance Evaluation, and Consumer's Perceptions of Quality,”.Journal of Marketing, 57 (October), 18-34.
Zeithaml, Valarie A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52 (July), 2-22.
Laura Martinez Caro and Jose Antonio Martinez Garcia (2007) ,"Service Quality Factors: a Study on Travel Agencies Industry", in E - European Advances in Consumer Research Volume 8, eds. Stefania Borghini, Mary Ann McGrath, and Cele Otnes, Duluth, MN : Association for Consumer Research, Pages: 259-261.
Laura Martinez Caro, Universidad Politecnica de Cartagena, Spain
Jose Antonio Martinez Garcia, Universidad Politecnica de Cartagena, Spain
E - European Advances in Consumer Research Volume 8 | 2007
Scope Insensitivity in Debt Repayment
Daniel Mochon, Tulane University, USA
Nina Mazar, Boston University, USA
Dan Ariely, Duke University, USA
The psychological impact of annuities: Can pension payout choice influence health behavior?
Anja Schanbacher, London Business School, UK
David Faro, London Business School, UK
Simona Botti, London Business School, UK
Shlomo Benartzi, University of California Los Angeles, USA
B9. The Power of Self-Effacing Brand Messages: Building Trust and Increasing Brand Attitudes
Tessa Garcia-Collart, Florida International University
Jessica Rixom, University of Nevada, Reno