How to cite this paper
Alzaydi, Z. (2021). The impact of service quality performance on destination image and destination loyalty in Saudi Arabia: An empirical investigation.Management Science Letters , 11(4), 1153-1162.
Refrences
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.
Akroush, M. N., Jraisat, L. E., Kurdieh, D. J., Al-Faouri, R. N. & Qatu, L. T. (2016). Tourism service quality and destina-tion loyalty–the mediating role of destination image from international tourists’ perspectives. Tourism Review, 71(1), 18-44.
Al-Hawari, M. A. (2015). How the personality of retail bank customers interferes with the relationship between service quality and loyalty. International Journal of Bank Marketing.
Al-Tamimi, H. a. H. & Al-Amiri, A. (2003). Analysing service quality in the UAE Islamic banks. Journal of Financial Services Marketing, 8(2), 119-132.
Atilgan, E., Akinci, S. & Aksoy, S. (2003). Mapping service quality in the tourism industry. Managing Service Quality, 13(5), 412-422.
Bastič, M. & Gojčič, S. (2012). Measurement scale for eco-component of hotel service quality. International Journal of Hospitality Management, 31(3), 1012-1020.
Beerli, A. & Martin, J. D. (2004). Factors influencing destination image. Annals of Tourism Research, 31(3), 657-681.
Bin Saeed, K. (1997). Total Quality Management: Applications in Health Sector, Riyadh, Obekan Publishing.
Blut, M., Beatty, S. E., Evanschitzky, H. & Brock, C. (2014). The Impact of Service Characteristics on the Switching Costs–Customer Loyalty Link. Journal of Retailing, 90(2), 275-290.
Brown, S. P. & Peterson, R. A. (1994). The effect of effort on sales performance and job satisfaction. The Journal of Mar-keting, 58(2), 70-80.
Bryman, A. (2004). Research methods and organization studies, Oxford, Oxford University.
Buckley, R. (2012). Rush as a key motivation in skilled adventure tourism: Resolving the risk recreation paradox. Tourism management, 33(4), 961-970.
Carvalho, P. C., Salazar, A. K. & Ramos, P. M. G. (Year) Published. Conceptual model of destination branding: an inte-grative approach. Academy of Marketing Science World Marketing Congress, 2018. Springer, 689-703.
Chen, C.-F. & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism man-agement, 28(4), 1115-1122.
Chi, C. G.-Q. & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and desti-nation loyalty: An integrated approach. Tourism management, 29(4), 624-636.
Choe, J. Y. J. & Kim, S. S. (2018). Effects of tourists’ local food consumption value on attitude, food destination image, and behavioral intention. International Journal of Hospitality Management, 71, 1-10.
Chon, K.-S. (1991). Tourism destination image modification process: Marketing implications. Tourism management, 12(1), 68-72.
Crompton, J. L. & Mackay, K. J. (1989). Users' perceptions of the relative importance of service quality dimensions in se-lected public recreation programs. Leisure Sciences, 11(4), 367-375.
Cronin Jr, J. J. & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Debata, B. R., Patnaik, B., Mahapatra, S. S. & Sree, K. (2015). Interrelations of service quality and service loyalty dimen-sions in medical tourism. Benchmarking: An International Journal, 22(1), 18-55.
Dolnicar, S. & Grün, B. (2013). Validly measuring destination image in survey studies. Journal of Travel Research, 52(1), 3-14.
Dommermuth, W. P. (1965). The shopping matrix and marketing strategy. Journal of Marketing Research, 2(2), 128-132.
Eisingerich, A. B. & Bell, S. J. (2007). Perceived service quality and customer trust: does enhancing customers’ service knowledge matter? Journal of Service Research, 10(3), 256-68.
Ekinci, Y. & Riley, M. (1998). A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: Time to move the goal-posts? International Journal of Hospitality Management, 17(4), 349-362.
Faullant, R., Matzler, K. & Füller, J. (2008). The impact of satisfaction and image on loyalty: the case of Alpine ski re-sorts. Managing Service Quality: An International Journal, 18(2), 163-178.
Filiz, Z. (2010). Service quality of travel agents in Turkey. Quality & Quantity, 44(4), 793-805.
Fisk, R. P., Brown, S. W. & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
Frochot, I. & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism Man-agement, 21(2), 157-167.
Fu, Y.-Y. & Parks, S. C. (2001). The relationship between restaurant service quality and consumer loyalty among the el-derly. Journal of Hospitality & Tourism Research, 25(3), 320-326.
Gallarza, M. G., Saura, I. G. & Moreno, F. A. (2013). The quality‐value‐satisfaction‐loyalty chain: relationships and im-pacts. Tourism Review, 68(1), 3-20.
Gartner, W. C. (1994). Image formation process. Journal of Travel & Tourism Marketing, 2(2-3), 191-216.
Getty, J. M. & Getty, R. L. (2003). Lodging quality index (LQI): assessing customers’ perceptions of quality delivery. In-ternational Journal of Contemporary Hospitality Management, 15(2), 94-104.
Go, F. M. & Govers, R. (2000). Integrated quality management for tourist destinations: a European perspective on achiev-ing competitiveness. Tourism management, 21(1), 79-88.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Han, H. & Hyun, S. S. (2015a). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46(2), 20-29.
Han, H. & Hyun, S. S. (2015b). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.
Hartnell, C. A., Ou, A. Y. & Kinicki, A. (2011). Organizational culture and organizational effectiveness: A meta-analytic investigation of the competing values framework's theoretical suppositions. Journal of Applied Psychology, 96(4), 677.
Hsieh, L.-F., Lin, L.-H. & Lin, Y.-Y. (2008). A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management, 29(3), 429-438.
Jafari, J. (1974). The components and nature of tourism: The tourism market basket of goods and services. Annals of Tourism Research, 1(3), 73-89.
Johns, N. & Tyas, P. (1996). Use of service quality gap theory to differentiate between foodservice outlets. Service Indus-tries Journal, 16(3), 321-346.
Juwaheer, T. D. (2004). Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach–a case study of Mauritius. Managing Service Quality, 14(5), 350-364.
Juwaheer, T. D. & Ross, D. L. (2003a). A study of hotel guest perceptions in Mauritius. International Journal of Contem-porary Hospitality Management, 15(2), 105-115.
Juwaheer, T. D. & Ross, D. L. (2003b). A study of hotel guest perceptions in Mauritius. International Journal of Contem-porary Hospitality Management.
Kanwel, S., Lingqiang, Z., Asif, M., Hwang, J., Hussain, A. & Jameel, A. (2019). The influence of destination image on tourist loyalty and intention to visit: Testing a multiple mediation approach. Sustainability, 11(22), 6401.
Khan, N. U. R. & Shaikh, U. a. A. (2011). Impact of service quality on customer satisfaction: evidences from the restau-rant industry in Pakistan. Management & Marketing-Craiova, (2), 343-355.
Kim, S. H., Holland, S. & Han, H. S. (2013). A structural model for examining how destination image, perceived value, and service quality affect destination loyalty: A case study of Orlando. International Journal of Tourism Research, 15(4), 313-328.
Kislali, H., Kavaratzis, M. & Saren, M. (2019). Destination image formation: Towards a holistic approach. International Journal of Tourism Research.
Kvist, A.-K. J. & Klefsjö, B. (2006). Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location. Managing Service Quality, 16(5), 520-537.
Liang, C.-J. & Wang, W.-H. (2006). The behavioural sequence of the financial services industry in Taiwan: Service quali-ty, relationship quality and behavioural loyalty. The Service Industries Journal, 26(2), 119-145.
Lin, Y. & Su, H.-Y. (2003). Strategic analysis of customer relationship management—a field study on hotel enterprises. Total Quality Management & Business Excellence, 14(6), 715-731.
Luk, S. T., De Leon, D. C. T., Leong, F.-W. & Li, E. L. (1993). Value segmentation of tourists' expectations of service quality. Journal of Travel & Tourism Marketing, 2(4), 23-38.
Marković, S. (2006). Expected service quality measurement in tourism higher education. Our Economy, 1(2), 86-95.
Martín-Cejas, R. R. (2006). Tourism service quality begins at the airport. Tourism Management, 27(5), 874-877.
Mccartney, G., Butler, R. & Bennett, M. (2008). A strategic use of the communication mix in the destination image-formation process. Journal of Travel Research, 47(2), 183-196.
McKercher, B., Denizci-Guillet, B., & Ng, E. (2012). Rethinking loyalty. Annals of Tourism Research, 39(2), 708-734.
Mckercher, B. & Prideaux, B. (2011). Are tourism impacts low on personal environmental agendas? Journal of Sustaina-ble Tourism, 19(3), 325-345.
Moon, Y. & Armstrong, D. J. (2019). Service quality factors affecting customer attitudes in online-to-offline commerce. Information Systems and e-Business Management, 1-34.
Nadiri, H. & Hussain, K. (2005). Perceptions of service quality in North Cyprus hotels. International Journal of Contem-porary Hospitality Management, 17(6), 469-480.
Narayan, B., Rajendran, C. & Sai, L. P. (2008). Scales to measure and benchmark service quality in tourism industry: a second-order factor approach. Benchmarking: An International Journal, 15(4), 469-493.
Nunkoo, R., Thelwall, M., Ladsawut, J. & Goolaup, S. (2020). Three decades of tourism scholarship: Gender, collabora-tion and research methods. Tourism Management, 78, 104056.
O’neill, M. & Palmer, A. (2001). Survey timing and consumer perceptions of service quality: an overview of empirical evidence. Managing Service Quality, 11(3), 182-190.
O’neill, M. A., Williams, P., Maccarthy, M. & Groves, R. (2000). Diving into service quality–the dive tour operator per-spective. Managing Service Quality, 10(3), 131-140.
Obenour, W., Patterson, M., Pedersen, P. & Pearson, L. (2006). Conceptualization of a meaning-based research approach for tourism service experiences. Tourism management, 27(1), 34-41.
Parasuraman, A., Zeithaml, V. & Berry, L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50.
Patton, M., Stevens, P. & Knutson, B. J. (1994). Internationalizing LODGSERV as a measurement tool: a pilot study. Journal of Hospitality & Leisure Marketing, 2(2), 39-55.
Qin, H., Prybutok, V. R. & Zhao, Q. (2010). Perceived service quality in fast-food restaurants: empirical evidence from China. International Journal of Quality & Reliability Management, 27(4), 424-437.
Qu, H., Kim, L. H. & Im, H. H. (2011). A model of destination branding: Integrating the concepts of the branding and des-tination image. Tourism management, 32(3), 465-476.
Ramsaran-Fowdar, R. R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, 13(1), 19-27.
Ranaweera, C. & Jayawardhena, C. (2014). Talk up or criticize? Customer responses to WOM about competitors during social interactions. Journal of Business Research, 67(12), 2645-2656.
Rather, R. A. (2020). Customer experience and engagement in tourism destinations: the experiential marketing perspec-tive. Journal of Travel & Tourism Marketing, 37(1), 15-32.
Ren, Z. J. & Zhou, Y.-P. (2008). Call center outsourcing: Coordinating staffing level and service quality. Management Science, 54(2), 369-383.
Shoval, N. & Birenboim, A. (2019). Customization and augmentation of experiences through mobile technologies: A par-adigm shift in the analysis of destination competitiveness. Tourism Economics, 25(5), 661-669.
Sivadas, E. & Baker‐Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfac-tion, and store loyalty. International Journal of Retail & Distribution Management.
Stylidis, D. (2016). The role of place image dimensions in residents' support for tourism development. International Jour-nal of Tourism Research, 18(2), 129-139.
Suh, S. H., Lee, Y.-H., Park, Y. & Shin, G. C. (1997). The impact of consumer involvement on the consumers' perception of service quality-focusing on the Korean hotel industry. Journal of Travel & Tourism Marketing, 6(2), 33-52.
Tran, M. A., Nguyen, B., Melewar, T. & Bodoh, J. (2015a). Exploring the corporate image formation process. Qualitative Market Research: An International Journal.
Tran, M. A., Nguyen, B., Melewar, T. & Bodoh, J. (2015b). Exploring the corporate image formation process. Qualitative Market Research: An International Journal, 18(1), 86-114.
Vinh, N. Q. & Long, N. L. (2013). THE RELATIONSHIP AMONG EXPECTATION, SATISFACTION AND LOYALTY OF INTERNATIONAL VISITOR TO HANOI, VIETNAM. Journal of global management, 5(1).
Wang, Y., Vela, M. R. & Tyler, K. (2008). Cultural perspectives: Chinese perceptions of UK hotel service quality. Inter-national Journal of Culture, Tourism and Hospitality Research, 2(4), 312-329.
Xiao, H. & Smith, S. L. (2006). The maturation of tourism research: Evidence from a content analysis. Tourism Analysis, 10(4), 335-348.
Yoon, Y. & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a struc-tural model. Tourism management, 26(1), 45-56.
Zeithaml, V. A., Parasuraman, A. & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations, Simon and Schuster.
Akroush, M. N., Jraisat, L. E., Kurdieh, D. J., Al-Faouri, R. N. & Qatu, L. T. (2016). Tourism service quality and destina-tion loyalty–the mediating role of destination image from international tourists’ perspectives. Tourism Review, 71(1), 18-44.
Al-Hawari, M. A. (2015). How the personality of retail bank customers interferes with the relationship between service quality and loyalty. International Journal of Bank Marketing.
Al-Tamimi, H. a. H. & Al-Amiri, A. (2003). Analysing service quality in the UAE Islamic banks. Journal of Financial Services Marketing, 8(2), 119-132.
Atilgan, E., Akinci, S. & Aksoy, S. (2003). Mapping service quality in the tourism industry. Managing Service Quality, 13(5), 412-422.
Bastič, M. & Gojčič, S. (2012). Measurement scale for eco-component of hotel service quality. International Journal of Hospitality Management, 31(3), 1012-1020.
Beerli, A. & Martin, J. D. (2004). Factors influencing destination image. Annals of Tourism Research, 31(3), 657-681.
Bin Saeed, K. (1997). Total Quality Management: Applications in Health Sector, Riyadh, Obekan Publishing.
Blut, M., Beatty, S. E., Evanschitzky, H. & Brock, C. (2014). The Impact of Service Characteristics on the Switching Costs–Customer Loyalty Link. Journal of Retailing, 90(2), 275-290.
Brown, S. P. & Peterson, R. A. (1994). The effect of effort on sales performance and job satisfaction. The Journal of Mar-keting, 58(2), 70-80.
Bryman, A. (2004). Research methods and organization studies, Oxford, Oxford University.
Buckley, R. (2012). Rush as a key motivation in skilled adventure tourism: Resolving the risk recreation paradox. Tourism management, 33(4), 961-970.
Carvalho, P. C., Salazar, A. K. & Ramos, P. M. G. (Year) Published. Conceptual model of destination branding: an inte-grative approach. Academy of Marketing Science World Marketing Congress, 2018. Springer, 689-703.
Chen, C.-F. & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism man-agement, 28(4), 1115-1122.
Chi, C. G.-Q. & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and desti-nation loyalty: An integrated approach. Tourism management, 29(4), 624-636.
Choe, J. Y. J. & Kim, S. S. (2018). Effects of tourists’ local food consumption value on attitude, food destination image, and behavioral intention. International Journal of Hospitality Management, 71, 1-10.
Chon, K.-S. (1991). Tourism destination image modification process: Marketing implications. Tourism management, 12(1), 68-72.
Crompton, J. L. & Mackay, K. J. (1989). Users' perceptions of the relative importance of service quality dimensions in se-lected public recreation programs. Leisure Sciences, 11(4), 367-375.
Cronin Jr, J. J. & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Debata, B. R., Patnaik, B., Mahapatra, S. S. & Sree, K. (2015). Interrelations of service quality and service loyalty dimen-sions in medical tourism. Benchmarking: An International Journal, 22(1), 18-55.
Dolnicar, S. & Grün, B. (2013). Validly measuring destination image in survey studies. Journal of Travel Research, 52(1), 3-14.
Dommermuth, W. P. (1965). The shopping matrix and marketing strategy. Journal of Marketing Research, 2(2), 128-132.
Eisingerich, A. B. & Bell, S. J. (2007). Perceived service quality and customer trust: does enhancing customers’ service knowledge matter? Journal of Service Research, 10(3), 256-68.
Ekinci, Y. & Riley, M. (1998). A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: Time to move the goal-posts? International Journal of Hospitality Management, 17(4), 349-362.
Faullant, R., Matzler, K. & Füller, J. (2008). The impact of satisfaction and image on loyalty: the case of Alpine ski re-sorts. Managing Service Quality: An International Journal, 18(2), 163-178.
Filiz, Z. (2010). Service quality of travel agents in Turkey. Quality & Quantity, 44(4), 793-805.
Fisk, R. P., Brown, S. W. & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
Frochot, I. & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism Man-agement, 21(2), 157-167.
Fu, Y.-Y. & Parks, S. C. (2001). The relationship between restaurant service quality and consumer loyalty among the el-derly. Journal of Hospitality & Tourism Research, 25(3), 320-326.
Gallarza, M. G., Saura, I. G. & Moreno, F. A. (2013). The quality‐value‐satisfaction‐loyalty chain: relationships and im-pacts. Tourism Review, 68(1), 3-20.
Gartner, W. C. (1994). Image formation process. Journal of Travel & Tourism Marketing, 2(2-3), 191-216.
Getty, J. M. & Getty, R. L. (2003). Lodging quality index (LQI): assessing customers’ perceptions of quality delivery. In-ternational Journal of Contemporary Hospitality Management, 15(2), 94-104.
Go, F. M. & Govers, R. (2000). Integrated quality management for tourist destinations: a European perspective on achiev-ing competitiveness. Tourism management, 21(1), 79-88.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Han, H. & Hyun, S. S. (2015a). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46(2), 20-29.
Han, H. & Hyun, S. S. (2015b). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.
Hartnell, C. A., Ou, A. Y. & Kinicki, A. (2011). Organizational culture and organizational effectiveness: A meta-analytic investigation of the competing values framework's theoretical suppositions. Journal of Applied Psychology, 96(4), 677.
Hsieh, L.-F., Lin, L.-H. & Lin, Y.-Y. (2008). A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management, 29(3), 429-438.
Jafari, J. (1974). The components and nature of tourism: The tourism market basket of goods and services. Annals of Tourism Research, 1(3), 73-89.
Johns, N. & Tyas, P. (1996). Use of service quality gap theory to differentiate between foodservice outlets. Service Indus-tries Journal, 16(3), 321-346.
Juwaheer, T. D. (2004). Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach–a case study of Mauritius. Managing Service Quality, 14(5), 350-364.
Juwaheer, T. D. & Ross, D. L. (2003a). A study of hotel guest perceptions in Mauritius. International Journal of Contem-porary Hospitality Management, 15(2), 105-115.
Juwaheer, T. D. & Ross, D. L. (2003b). A study of hotel guest perceptions in Mauritius. International Journal of Contem-porary Hospitality Management.
Kanwel, S., Lingqiang, Z., Asif, M., Hwang, J., Hussain, A. & Jameel, A. (2019). The influence of destination image on tourist loyalty and intention to visit: Testing a multiple mediation approach. Sustainability, 11(22), 6401.
Khan, N. U. R. & Shaikh, U. a. A. (2011). Impact of service quality on customer satisfaction: evidences from the restau-rant industry in Pakistan. Management & Marketing-Craiova, (2), 343-355.
Kim, S. H., Holland, S. & Han, H. S. (2013). A structural model for examining how destination image, perceived value, and service quality affect destination loyalty: A case study of Orlando. International Journal of Tourism Research, 15(4), 313-328.
Kislali, H., Kavaratzis, M. & Saren, M. (2019). Destination image formation: Towards a holistic approach. International Journal of Tourism Research.
Kvist, A.-K. J. & Klefsjö, B. (2006). Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location. Managing Service Quality, 16(5), 520-537.
Liang, C.-J. & Wang, W.-H. (2006). The behavioural sequence of the financial services industry in Taiwan: Service quali-ty, relationship quality and behavioural loyalty. The Service Industries Journal, 26(2), 119-145.
Lin, Y. & Su, H.-Y. (2003). Strategic analysis of customer relationship management—a field study on hotel enterprises. Total Quality Management & Business Excellence, 14(6), 715-731.
Luk, S. T., De Leon, D. C. T., Leong, F.-W. & Li, E. L. (1993). Value segmentation of tourists' expectations of service quality. Journal of Travel & Tourism Marketing, 2(4), 23-38.
Marković, S. (2006). Expected service quality measurement in tourism higher education. Our Economy, 1(2), 86-95.
Martín-Cejas, R. R. (2006). Tourism service quality begins at the airport. Tourism Management, 27(5), 874-877.
Mccartney, G., Butler, R. & Bennett, M. (2008). A strategic use of the communication mix in the destination image-formation process. Journal of Travel Research, 47(2), 183-196.
McKercher, B., Denizci-Guillet, B., & Ng, E. (2012). Rethinking loyalty. Annals of Tourism Research, 39(2), 708-734.
Mckercher, B. & Prideaux, B. (2011). Are tourism impacts low on personal environmental agendas? Journal of Sustaina-ble Tourism, 19(3), 325-345.
Moon, Y. & Armstrong, D. J. (2019). Service quality factors affecting customer attitudes in online-to-offline commerce. Information Systems and e-Business Management, 1-34.
Nadiri, H. & Hussain, K. (2005). Perceptions of service quality in North Cyprus hotels. International Journal of Contem-porary Hospitality Management, 17(6), 469-480.
Narayan, B., Rajendran, C. & Sai, L. P. (2008). Scales to measure and benchmark service quality in tourism industry: a second-order factor approach. Benchmarking: An International Journal, 15(4), 469-493.
Nunkoo, R., Thelwall, M., Ladsawut, J. & Goolaup, S. (2020). Three decades of tourism scholarship: Gender, collabora-tion and research methods. Tourism Management, 78, 104056.
O’neill, M. & Palmer, A. (2001). Survey timing and consumer perceptions of service quality: an overview of empirical evidence. Managing Service Quality, 11(3), 182-190.
O’neill, M. A., Williams, P., Maccarthy, M. & Groves, R. (2000). Diving into service quality–the dive tour operator per-spective. Managing Service Quality, 10(3), 131-140.
Obenour, W., Patterson, M., Pedersen, P. & Pearson, L. (2006). Conceptualization of a meaning-based research approach for tourism service experiences. Tourism management, 27(1), 34-41.
Parasuraman, A., Zeithaml, V. & Berry, L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50.
Patton, M., Stevens, P. & Knutson, B. J. (1994). Internationalizing LODGSERV as a measurement tool: a pilot study. Journal of Hospitality & Leisure Marketing, 2(2), 39-55.
Qin, H., Prybutok, V. R. & Zhao, Q. (2010). Perceived service quality in fast-food restaurants: empirical evidence from China. International Journal of Quality & Reliability Management, 27(4), 424-437.
Qu, H., Kim, L. H. & Im, H. H. (2011). A model of destination branding: Integrating the concepts of the branding and des-tination image. Tourism management, 32(3), 465-476.
Ramsaran-Fowdar, R. R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, 13(1), 19-27.
Ranaweera, C. & Jayawardhena, C. (2014). Talk up or criticize? Customer responses to WOM about competitors during social interactions. Journal of Business Research, 67(12), 2645-2656.
Rather, R. A. (2020). Customer experience and engagement in tourism destinations: the experiential marketing perspec-tive. Journal of Travel & Tourism Marketing, 37(1), 15-32.
Ren, Z. J. & Zhou, Y.-P. (2008). Call center outsourcing: Coordinating staffing level and service quality. Management Science, 54(2), 369-383.
Shoval, N. & Birenboim, A. (2019). Customization and augmentation of experiences through mobile technologies: A par-adigm shift in the analysis of destination competitiveness. Tourism Economics, 25(5), 661-669.
Sivadas, E. & Baker‐Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfac-tion, and store loyalty. International Journal of Retail & Distribution Management.
Stylidis, D. (2016). The role of place image dimensions in residents' support for tourism development. International Jour-nal of Tourism Research, 18(2), 129-139.
Suh, S. H., Lee, Y.-H., Park, Y. & Shin, G. C. (1997). The impact of consumer involvement on the consumers' perception of service quality-focusing on the Korean hotel industry. Journal of Travel & Tourism Marketing, 6(2), 33-52.
Tran, M. A., Nguyen, B., Melewar, T. & Bodoh, J. (2015a). Exploring the corporate image formation process. Qualitative Market Research: An International Journal.
Tran, M. A., Nguyen, B., Melewar, T. & Bodoh, J. (2015b). Exploring the corporate image formation process. Qualitative Market Research: An International Journal, 18(1), 86-114.
Vinh, N. Q. & Long, N. L. (2013). THE RELATIONSHIP AMONG EXPECTATION, SATISFACTION AND LOYALTY OF INTERNATIONAL VISITOR TO HANOI, VIETNAM. Journal of global management, 5(1).
Wang, Y., Vela, M. R. & Tyler, K. (2008). Cultural perspectives: Chinese perceptions of UK hotel service quality. Inter-national Journal of Culture, Tourism and Hospitality Research, 2(4), 312-329.
Xiao, H. & Smith, S. L. (2006). The maturation of tourism research: Evidence from a content analysis. Tourism Analysis, 10(4), 335-348.
Yoon, Y. & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a struc-tural model. Tourism management, 26(1), 45-56.
Zeithaml, V. A., Parasuraman, A. & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations, Simon and Schuster.