{"id":"https://openalex.org/W2019466616","doi":"https://doi.org/10.1300/j162v04n01_04","title":"An Integrated Approach to Service Quality in Hotels","display_name":"An Integrated Approach to Service Quality in Hotels","publication_year":2003,"publication_date":"2003-01-01","ids":{"openalex":"https://openalex.org/W2019466616","doi":"https://doi.org/10.1300/j162v04n01_04","mag":"2019466616"},"language":"en","primary_location":{"id":"doi:10.1300/j162v04n01_04","doi":"https://doi.org/10.1300/j162v04n01_04","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j162v04n01_04","pdf_url":null,"source":{"id":"https://openalex.org/S108158533","display_name":"Journal of Quality Assurance in Hospitality & Tourism","issn_l":"1528-008X","issn":["1528-008X","1528-0098"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Quality Assurance in Hospitality & Tourism","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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/A5109146262","display_name":"Michael C. G. Davidson","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I192396691","display_name":"LSU New Orleans","ror":"https://ror.org/034mtvk83","country_code":"US","type":"education","lineage":["https://openalex.org/I192396691"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Michael C. G. Davidson","raw_affiliation_strings":["Lester E. Kabacoff School of Hotel Restaurant and Tourism Administration, The University of New Orleans, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lester E. Kabacoff School of Hotel Restaurant and Tourism Administration, The University of New Orleans, USA","institution_ids":["https://openalex.org/I192396691"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5109146262"],"corresponding_institution_ids":["https://openalex.org/I192396691"],"apc_list":null,"apc_paid":null,"fwci":1.9501,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.90524077,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":95},"biblio":{"volume":"4","issue":"1-2","first_page":"71","last_page":"85"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.0008999999845400453,"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/T11726","display_name":"Organizational Management and Innovation","score":0.0005000000237487257,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9300000071525574},{"id":"https://openalex.org/keywords/hotels","display_name":"hotels","score":0.972000002861023},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9750000238418579},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.8709999918937683},{"id":"https://openalex.org/keywords/organizational-climate","display_name":"organizational climate","score":0.9959999918937683},{"id":"https://openalex.org/keywords/employee-perceptions","display_name":"employee perceptions","score":0.8489999771118164},{"id":"https://openalex.org/keywords/service-quality-model","display_name":"service quality model","score":0.8180000185966492},{"id":"https://openalex.org/keywords/hotel-management","display_name":"hotel management","score":0.7210000157356262}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.742542028427124},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6264058947563171},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6193692088127136},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5790210962295532},{"id":"https://openalex.org/C185654502","wikidata":"https://www.wikidata.org/wiki/Q831922","display_name":"Organisation climate","level":2,"score":0.5322871804237366},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5253060460090637},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4727122485637665},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4422048032283783},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.44185999035835266},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4400452971458435},{"id":"https://openalex.org/C67674302","wikidata":"https://www.wikidata.org/wiki/Q730573","display_name":"Organizational culture","level":2,"score":0.4331786036491394},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.42915648221969604},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.41637760400772095},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30239957571029663},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.2936707139015198},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.2682313919067383},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.1389719843864441},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.05545184016227722},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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":2,"locations":[{"id":"doi:10.1300/j162v04n01_04","doi":"https://doi.org/10.1300/j162v04n01_04","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j162v04n01_04","pdf_url":null,"source":{"id":"https://openalex.org/S108158533","display_name":"Journal of Quality Assurance in Hospitality & Tourism","issn_l":"1528-008X","issn":["1528-008X","1528-0098"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Quality Assurance in Hospitality & Tourism","raw_type":"journal-article"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/26582","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/26582","pdf_url":null,"source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":20,"referenced_works":["https://openalex.org/W1483279312","https://openalex.org/W1582251520","https://openalex.org/W1974064603","https://openalex.org/W1983990142","https://openalex.org/W1986562954","https://openalex.org/W2013541701","https://openalex.org/W2014424691","https://openalex.org/W2015909727","https://openalex.org/W2025318262","https://openalex.org/W2039492519","https://openalex.org/W2057049435","https://openalex.org/W2065747558","https://openalex.org/W2073768261","https://openalex.org/W2079072704","https://openalex.org/W2097766746","https://openalex.org/W2117972668","https://openalex.org/W2234232270","https://openalex.org/W2324119548","https://openalex.org/W4231495351","https://openalex.org/W4300471567"],"related_works":["https://openalex.org/W1978106323","https://openalex.org/W2548698638","https://openalex.org/W1988298970","https://openalex.org/W1517167042","https://openalex.org/W3139578804","https://openalex.org/W7136098747","https://openalex.org/W2898905097","https://openalex.org/W2070085064","https://openalex.org/W2913987815","https://openalex.org/W2322241921"],"abstract_inverted_index":{"An":[0],"examination":[1],"of":[2,27,30,73,101,106],"service":[3,63,76],"quality":[4,77],"in":[5,59],"hotels":[6],"goes":[7],"beyond":[8],"the":[9,25,71,102,107],"measurement":[10],"approach":[11],"by":[12,57,81],"incorporating,":[13],"customer":[14,31,39],"satisfaction,":[15],"organizational":[16,83],"culture":[17,84],"and":[18,24,55,85],"climate.":[19],"Customer":[20],"satisfaction":[21,32],"is":[22,33,43,79,91],"examined":[23],"use":[26],"employee":[28],"perceptions":[29],"proposed":[34],"as":[35,45,87],"an":[36,74],"index":[37],"for":[38],"satisfaction.":[40],"Organizational":[41],"climate":[42,86],"discussed":[44],"being":[46],"a":[47,111],"fundamental":[48],"element":[49,109],"that":[50,68,93],"needs":[51],"to":[52,61,97],"be":[53],"understood":[54],"used":[56],"managers":[58,95],"order":[60],"promote":[62],"quality.":[64],"A":[65],"conceptual":[66],"model":[67,78,103],"incorporates":[69],"all":[70,99],"elements":[72],"expanded":[75],"presented":[80],"utilizing":[82],"its":[88],"base.":[89],"It":[90],"argued":[92],"hotel":[94],"need":[96],"address":[98],"aspects":[100],"simultaneously":[104],"instead":[105],"single":[108],"at":[110],"time":[112],"approach.":[113]},"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":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}