{"id":"https://openalex.org/W2016137403","doi":"https://doi.org/10.1108/09596119910250364","title":"Measuring quality gaps in hotels: the case of Crete","display_name":"Measuring quality gaps in hotels: the case of Crete","publication_year":1999,"publication_date":"1999-02-01","ids":{"openalex":"https://openalex.org/W2016137403","doi":"https://doi.org/10.1108/09596119910250364","mag":"2016137403"},"language":"en","primary_location":{"id":"doi:10.1108/09596119910250364","doi":"https://doi.org/10.1108/09596119910250364","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09596119910250364","pdf_url":null,"source":{"id":"https://openalex.org/S125977778","display_name":"International Journal of Contemporary Hospitality Management","issn_l":"0959-6119","issn":["0959-6119","1757-1049"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Contemporary Hospitality Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5027929033","display_name":"Hadyn Ingram","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I28290843","display_name":"University of Surrey","ror":"https://ror.org/00ks66431","country_code":"GB","type":"education","lineage":["https://openalex.org/I28290843"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Hadyn Ingram","raw_affiliation_strings":["University of Surrey, Guildford, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Surrey, Guildford, UK","institution_ids":["https://openalex.org/I28290843"]}]},{"author_position":"last","author":{"id":null,"display_name":"George Daskalakis","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"George Daskalakis","raw_affiliation_strings":["Jarvis Hotels, Surrey, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Jarvis Hotels, Surrey, UK","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.2066,"has_fulltext":false,"cited_by_count":100,"citation_normalized_percentile":{"value":0.91493037,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"11","issue":"1","first_page":"24","last_page":"30"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8384000062942505,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8384000062942505,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13164","display_name":"Quality and Management Systems","score":0.14139999449253082,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.011900000274181366,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality-gaps","display_name":"service quality gaps","score":0.6909999847412109},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8619999885559082},{"id":"https://openalex.org/keywords/iso-9000","display_name":"ISO 9000","score":0.8899999856948853},{"id":"https://openalex.org/keywords/hotel-service-quality","display_name":"hotel service quality","score":0.7070000171661377},{"id":"https://openalex.org/keywords/guest-perceptions","display_name":"guest perceptions","score":0.7160000205039978},{"id":"https://openalex.org/keywords/managerial-perceptions","display_name":"managers' perceptions","score":0.7689999938011169},{"id":"https://openalex.org/keywords/quality-classification","display_name":"quality classification","score":0.722000002861023}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8611857891082764},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7572655081748962},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6889677047729492},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6628891825675964},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.6616498231887817},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6399348974227905},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6007106900215149},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4909999668598175},{"id":"https://openalex.org/C2987222852","wikidata":"https://www.wikidata.org/wiki/Q27686","display_name":"Hotel industry","level":3,"score":0.4737304449081421},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.3432372510433197},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.20328721404075623},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/09596119910250364","doi":"https://doi.org/10.1108/09596119910250364","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09596119910250364","pdf_url":null,"source":{"id":"https://openalex.org/S125977778","display_name":"International Journal of Contemporary Hospitality Management","issn_l":"0959-6119","issn":["0959-6119","1757-1049"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Contemporary Hospitality Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W635704859","https://openalex.org/W1495082340","https://openalex.org/W1556057683","https://openalex.org/W1593110348","https://openalex.org/W1683742771","https://openalex.org/W1978684417","https://openalex.org/W2008223887","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2032717171","https://openalex.org/W2060022214","https://openalex.org/W2077509795","https://openalex.org/W2079964609","https://openalex.org/W2081035404","https://openalex.org/W2128007293","https://openalex.org/W2151997459","https://openalex.org/W2171711572","https://openalex.org/W2611897969","https://openalex.org/W2799071688","https://openalex.org/W2900026361","https://openalex.org/W2916752992"],"related_works":["https://openalex.org/W1603400497","https://openalex.org/W2259556073","https://openalex.org/W2127920277","https://openalex.org/W2009240751","https://openalex.org/W2994498986","https://openalex.org/W1800641530","https://openalex.org/W2017594757","https://openalex.org/W2185290682","https://openalex.org/W2751689449","https://openalex.org/W2989634252"],"abstract_inverted_index":{"Reports":[0],"on":[1],"a":[2,34,51],"study":[3,46],"that":[4,20,48,64],"applied":[5],"the":[6,23,54,65,72,80],"well\u2010":[7],"established":[8],"SERVQUAL":[9],"methodological":[10],"instrument":[11],"to":[12],"an":[13],"investigation":[14],"of":[15,37,56,59,71,79],"those":[16],"hotels":[17,70,84],"in":[18,41,69,83],"Crete":[19],"have":[21],"adopted":[22],"ISO":[24,81],"9000":[25],"quality":[26,58,74],"standard.":[27],"Three":[28],"service":[29,57],"gaps":[30,67],"are":[31,85],"explored":[32],"through":[33],"questionnaire":[35],"survey":[36],"guests":[38,60],"and":[39,61,63],"managers":[40],"ten":[42],"Cretan":[43],"hotels.":[44],"The":[45],"finds":[47],"there":[49],"is":[50],"divergence":[52],"between":[53],"perceptions":[55],"managers,":[62],"greatest":[66],"exist":[68],"highest":[73],"classification.":[75],"Finally,":[76],"some":[77],"implications":[78],"standard":[82],"discussed.":[86]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":8},{"year":2014,"cited_by_count":6},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":5}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}