How to cite this paper
Najafi, S., Saati, S., Bighami, M & Abdi, F. (2013). How do customers evaluate hotel service quality? An empirical study in Tehran hotels.Management Science Letters , 3(12), 3019-3030.
Refrences
Akan, P. (1995). Dimensions of service quality: a study in Istanbul. Managing Service Quality, 5 (6), 39-43.
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
Albacete-Saez, C.A, Fuentes-Fuentes, M.M, & Lorens-Montes, F.J.(2007). Service quality measurement in rural accommodation. Annals of Tourism Research, 34(1), 45-65.
Ariffin, A.A.M, & Maghzi, A.(2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31(1), 191-198.
Armstrong, R.W., Mok, C., Go, F.M., & Chan, A. (1997). The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry. International Journal of Hospitality Management, 16(2), 181-190.
Assaf, A.G., & Magnini, V.(2012). Accounting for customer satisfaction in measuring hotel efficiency: Evidence from the US hotel industry. International Journal of Hospitality Management, 31 (3), 642-647.
Asubonteng, P., McCleary, K.J., & Swan, J.E. (1996). Servqual revisited: a critical review of service quality. Journal of Services Marketing, 10(6), 62-81.
Barrington, M.N., & Olsen, M.D. (1987). Concept of service in the hospitality industry. International Journal of Hospitality Management, 6 (3), 131-138.
Berry, L.L, Bennet, D.R, & Brown, C.W.(1989). Service quality: A profit strategy for financial Institutions. Homewood, Illinois: Dow Jones-Irwin.
Caruana, A, Ewing, M.T, & Ramaseshan, B.(2000). Assessment of the three-column format SERVQUAL: an Assessment of the three-column format SERVQUAL. Journal of Business Research, 49(1), 57-65.
Chen, C.M, & Lin, Y.C. (2012). Does better service induce higher profitability? Evidence from Taiwanese Hospitality Industry. International Journal of Hospitality Management, 31(4), 1330-1332.
Chen, C.M, & Yeh, C.Y.(2011).The causality examination between demand uncertainty and hotel failure: A case study of international tourist hotels in Taiwan. International Journal of Hospitality Management, 31(4), 1045-1049.
Ekinci, Y, Prokopakia, P, & Cobanoglu, C. (2003). Service quality in Cretan accommodations: marketing strategies for the UK holiday market. International Journal of Hospitality Management, 22(3), 47–66.
Ekinci, Y, Riley, M, & Fife-Schaw, C. (1998). Which school of thought? The dimensions of resort hotel quality. International Journal of Contemporary Hospitality Management, 10(2), 63-67.
Fick, G.R, & Ritchie, J.R.(1991).Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
Frochot, I, & Hughes, H.(2000). Histoqual: the development of a historic houses assessment scale.Tourism Management 21, 157-167.
Gr?nroos, C. (1984).A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Hair, J.F, Anderson, R.E, Tatham, R.L, & Black, W.C. (1998). Multivariate Data Analysis.NewYork: Prentice-Hall.
Johnson, M.D., Olsen, L.L, & Andreassen, T.W. (2009).Joy and disappointment in the hotel experience: managing relationship segments.Managing Service Quality, 19(1), 4-30.
Kaiser, H.F. (1960).The application of electronic computer to factor analysis. Educational Psychology Measurements, 20(2), 141-151.
Knutson, B, Stevens, P, Wullaert, C, Patton, M, & Yokoyama, F.(1990). LODGSERV: a service quality index for the lodging industry. Hospitality Research Journal, 14(2), 227-284.
Ku, C.S., Wu, W.C., & Lin, A.R.(2011). Strategic alignment leverage between hotels and companies: The buyer-supplier relationship perspective. International Journal of Hospitality Management, 30(1), 735-745
Kuo, C.M, Chen, L.C, & Lu, C.Y.(2012). Factorial validation of hospitality service attitude.International Journal of Hosptality Management, 31(3), 944-951.
Ladhari, R.(2011).The lodging quality index: an independent assessment of validity and dimensions. International Journal of Contemporary Hospitality Management, 24(4), 628-652.
Ladhari, R (2009).Service quality, emotional satisfaction, and behavioural intentions A study in the hotel industry. Managing Service Quality, 19(3), 308-331.
Lin, J.S.C, & Liang, H.Y.(2011).The influence of service environments on customer emotion and service outcomes.Managing Service Quality, 21(4), 350-372.
Luoh, H.F, & Tsaur, S.H. (2011).Customers’ perceptions of service quality: do server & apos; s age stereotypes matter? International Journal of Hospitality Management, 30(3), 283-289.
Mathies, C , & Burford, M (2011).Customer service understanding: gender differences of frontline employees. Managing Service Quality, 21(6), 636-648.
Mei, A.W.O., Dean, A.M., & White, C.J. (1999). Analyzing service quality in the hospitality industry. Managing Service Quality, 9(2), 136-143.
Oberoi, U, & Hales, C.(1990).Assessing the quality of conference hotel service product towards an empirical based model. The Service Industries Journal, 10(4), 700-721.
Pantouvakis, A.(2010).The relative importance of service features in explaining customer satisfaction.Managing Service Quality, 20(4), 366-387.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L.(1985).A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L.(1988).SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L. (1991).Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Saleh, F , & Ryan, C.(1992). Analyzing service quality in the hospitality industry using the SERVQUAL model. The Service Industries Journal, 11(3), 324-343.
Sekaran, U.(2000). Research Methods for Business: A Skill-building Approach. New York, NY: Wiley.
Sohrabi, B, Vanani, I.R, Tahmasebipur, K , & Fazli, S.(2012).An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels. International Journal of Hospitality Management, 31 (1), 96–106.
Stauss, B, & Weinlich, B.(1997).Process-oriented measurement of service quality: applying the sequential incident technique. European Journal of Marketing, 31(1), 33-55.
Sy, T, Tram, S, & O’hara, L.A.(2006).Relation of employee and manager emotional intelligence to job satisfaction and performance. Journal of Vocational Behavior, 68(3), 461–473.
Tsaur, S, Y.Chiu, & Huang, C.(2002).Determinants of guest loyalty to international tourist hotels: A Neural network approach. Tourism Management 23(4), 397-405.
Webster, C, & Hung, L.(1994).Measuring service quality and promoting decentring. The TQM Magazine, 6(5), 50-55.
Wilkins, H, Merrilees, B, & Herington, G.(2007).Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26(4), 840-853.
Wright, P.M, McMahan, G.C, & McWilliams, A.(1994). Human resources and sustained competitive advantage: a resource-based perspective. International journal of Human Resourse Management, 5(2), 310–326.
Zeithaml, V.A, Parasuraman, A, & Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations.New York, NY: The Free Press.
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
Albacete-Saez, C.A, Fuentes-Fuentes, M.M, & Lorens-Montes, F.J.(2007). Service quality measurement in rural accommodation. Annals of Tourism Research, 34(1), 45-65.
Ariffin, A.A.M, & Maghzi, A.(2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31(1), 191-198.
Armstrong, R.W., Mok, C., Go, F.M., & Chan, A. (1997). The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry. International Journal of Hospitality Management, 16(2), 181-190.
Assaf, A.G., & Magnini, V.(2012). Accounting for customer satisfaction in measuring hotel efficiency: Evidence from the US hotel industry. International Journal of Hospitality Management, 31 (3), 642-647.
Asubonteng, P., McCleary, K.J., & Swan, J.E. (1996). Servqual revisited: a critical review of service quality. Journal of Services Marketing, 10(6), 62-81.
Barrington, M.N., & Olsen, M.D. (1987). Concept of service in the hospitality industry. International Journal of Hospitality Management, 6 (3), 131-138.
Berry, L.L, Bennet, D.R, & Brown, C.W.(1989). Service quality: A profit strategy for financial Institutions. Homewood, Illinois: Dow Jones-Irwin.
Caruana, A, Ewing, M.T, & Ramaseshan, B.(2000). Assessment of the three-column format SERVQUAL: an Assessment of the three-column format SERVQUAL. Journal of Business Research, 49(1), 57-65.
Chen, C.M, & Lin, Y.C. (2012). Does better service induce higher profitability? Evidence from Taiwanese Hospitality Industry. International Journal of Hospitality Management, 31(4), 1330-1332.
Chen, C.M, & Yeh, C.Y.(2011).The causality examination between demand uncertainty and hotel failure: A case study of international tourist hotels in Taiwan. International Journal of Hospitality Management, 31(4), 1045-1049.
Ekinci, Y, Prokopakia, P, & Cobanoglu, C. (2003). Service quality in Cretan accommodations: marketing strategies for the UK holiday market. International Journal of Hospitality Management, 22(3), 47–66.
Ekinci, Y, Riley, M, & Fife-Schaw, C. (1998). Which school of thought? The dimensions of resort hotel quality. International Journal of Contemporary Hospitality Management, 10(2), 63-67.
Fick, G.R, & Ritchie, J.R.(1991).Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
Frochot, I, & Hughes, H.(2000). Histoqual: the development of a historic houses assessment scale.Tourism Management 21, 157-167.
Gr?nroos, C. (1984).A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Hair, J.F, Anderson, R.E, Tatham, R.L, & Black, W.C. (1998). Multivariate Data Analysis.NewYork: Prentice-Hall.
Johnson, M.D., Olsen, L.L, & Andreassen, T.W. (2009).Joy and disappointment in the hotel experience: managing relationship segments.Managing Service Quality, 19(1), 4-30.
Kaiser, H.F. (1960).The application of electronic computer to factor analysis. Educational Psychology Measurements, 20(2), 141-151.
Knutson, B, Stevens, P, Wullaert, C, Patton, M, & Yokoyama, F.(1990). LODGSERV: a service quality index for the lodging industry. Hospitality Research Journal, 14(2), 227-284.
Ku, C.S., Wu, W.C., & Lin, A.R.(2011). Strategic alignment leverage between hotels and companies: The buyer-supplier relationship perspective. International Journal of Hospitality Management, 30(1), 735-745
Kuo, C.M, Chen, L.C, & Lu, C.Y.(2012). Factorial validation of hospitality service attitude.International Journal of Hosptality Management, 31(3), 944-951.
Ladhari, R.(2011).The lodging quality index: an independent assessment of validity and dimensions. International Journal of Contemporary Hospitality Management, 24(4), 628-652.
Ladhari, R (2009).Service quality, emotional satisfaction, and behavioural intentions A study in the hotel industry. Managing Service Quality, 19(3), 308-331.
Lin, J.S.C, & Liang, H.Y.(2011).The influence of service environments on customer emotion and service outcomes.Managing Service Quality, 21(4), 350-372.
Luoh, H.F, & Tsaur, S.H. (2011).Customers’ perceptions of service quality: do server & apos; s age stereotypes matter? International Journal of Hospitality Management, 30(3), 283-289.
Mathies, C , & Burford, M (2011).Customer service understanding: gender differences of frontline employees. Managing Service Quality, 21(6), 636-648.
Mei, A.W.O., Dean, A.M., & White, C.J. (1999). Analyzing service quality in the hospitality industry. Managing Service Quality, 9(2), 136-143.
Oberoi, U, & Hales, C.(1990).Assessing the quality of conference hotel service product towards an empirical based model. The Service Industries Journal, 10(4), 700-721.
Pantouvakis, A.(2010).The relative importance of service features in explaining customer satisfaction.Managing Service Quality, 20(4), 366-387.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L.(1985).A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L.(1988).SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L. (1991).Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Saleh, F , & Ryan, C.(1992). Analyzing service quality in the hospitality industry using the SERVQUAL model. The Service Industries Journal, 11(3), 324-343.
Sekaran, U.(2000). Research Methods for Business: A Skill-building Approach. New York, NY: Wiley.
Sohrabi, B, Vanani, I.R, Tahmasebipur, K , & Fazli, S.(2012).An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels. International Journal of Hospitality Management, 31 (1), 96–106.
Stauss, B, & Weinlich, B.(1997).Process-oriented measurement of service quality: applying the sequential incident technique. European Journal of Marketing, 31(1), 33-55.
Sy, T, Tram, S, & O’hara, L.A.(2006).Relation of employee and manager emotional intelligence to job satisfaction and performance. Journal of Vocational Behavior, 68(3), 461–473.
Tsaur, S, Y.Chiu, & Huang, C.(2002).Determinants of guest loyalty to international tourist hotels: A Neural network approach. Tourism Management 23(4), 397-405.
Webster, C, & Hung, L.(1994).Measuring service quality and promoting decentring. The TQM Magazine, 6(5), 50-55.
Wilkins, H, Merrilees, B, & Herington, G.(2007).Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26(4), 840-853.
Wright, P.M, McMahan, G.C, & McWilliams, A.(1994). Human resources and sustained competitive advantage: a resource-based perspective. International journal of Human Resourse Management, 5(2), 310–326.
Zeithaml, V.A, Parasuraman, A, & Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations.New York, NY: The Free Press.