Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services

Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediating ro...

Ausführliche Beschreibung

Bibliografische Detailangaben

Hauptverfasser:	Vesna Babić-Hodović, Maja Arslanagić-Kalajdžić, Amra Banda, Amina Sivac
Format:	Artigo
Sprache:	Inglês
Veröffentlicht:	Faculty of tourism and hospitality management 2019-05-01
Schriftenreihe:	Tourism and Hospitality Management
Schlagworte:	service quality importance-performance analysis (ipa) servperf hotel industry
Online-Zugang:	https://thm.fthm.hr/images/issues/vol25no1/BabicHodovic_ArslanagicKalajdzic_Banda_Sivac
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