{"id":"https://openalex.org/W2040336707","doi":"https://doi.org/10.1108/09596110710747634","title":"Assessing lodging service down under: a case of Hamilton, New Zealand","display_name":"Assessing lodging service down under: a case of Hamilton, New Zealand","publication_year":2007,"publication_date":"2007-06-05","ids":{"openalex":"https://openalex.org/W2040336707","doi":"https://doi.org/10.1108/09596110710747634","mag":"2040336707"},"language":"en","primary_location":{"id":"doi:10.1108/09596110710747634","doi":"https://doi.org/10.1108/09596110710747634","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09596110710747634","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","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/A5003686272","display_name":"Asad Mohsin","orcid":"https://orcid.org/0000-0002-6597-7328","observed_orcids":["https://orcid.org/0000-0002-6597-7328"]},"institutions":[{"id":"https://openalex.org/I52179390","display_name":"University of Waikato","ror":"https://ror.org/013fsnh78","country_code":"NZ","type":"education","lineage":["https://openalex.org/I52179390"]}],"countries":["NZ"],"is_corresponding":true,"raw_author_name":"Asad Mohsin","raw_affiliation_strings":["Department of Tourism and Hospitality Management, The University of Waikato Management School, Hamilton, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism and Hospitality Management, The University of Waikato Management School, Hamilton, New Zealand","institution_ids":["https://openalex.org/I52179390"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5003686272"],"corresponding_institution_ids":["https://openalex.org/I52179390"],"apc_list":null,"apc_paid":null,"fwci":0.9179,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.86073437,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"19","issue":"4","first_page":"296","last_page":"308"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"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":0.9970999956130981,"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/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.002300000051036477,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality 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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.6769999861717224},{"id":"https://openalex.org/keywords/front-office","display_name":"front office","score":0.6010000109672546},{"id":"https://openalex.org/keywords/room-service","display_name":"room service","score":0.996999979019165},{"id":"https://openalex.org/keywords/importance-performance-analysis","display_name":"importance-performance analysis","score":0.8669999837875366},{"id":"https://openalex.org/keywords/service-gaps","display_name":"service gaps","score":0.7390000224113464},{"id":"https://openalex.org/keywords/guest-satisfaction","display_name":"guest satisfaction","score":0.5989999771118164},{"id":"https://openalex.org/keywords/gender-differences","display_name":"gender differences","score":0.5910000205039978},{"id":"https://openalex.org/keywords/hamilton-new-zealand","display_name":"Hamilton, New Zealand","score":0.8889999985694885}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7200857400894165},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6136139631271362},{"id":"https://openalex.org/C2779941915","wikidata":"https://www.wikidata.org/wiki/Q1256565","display_name":"Front office","level":2,"score":0.5863274335861206},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5769028067588806},{"id":"https://openalex.org/C189430467","wikidata":"https://www.wikidata.org/wiki/Q7293293","display_name":"Ranking (information retrieval)","level":2,"score":0.5684097409248352},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.536858320236206},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5228829383850098},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5193634629249573},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5062372088432312},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.46332424879074097},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4631962180137634},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.3511381149291992},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.34751462936401367},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.272497296333313},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.20131134986877441},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.12718883156776428},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.08874562382698059},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08709174394607544},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.07787463068962097},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","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},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/09596110710747634","doi":"https://doi.org/10.1108/09596110710747634","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09596110710747634","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"},{"id":"pmh:oai:researchcommons.waikato.ac.nz:10289/1903","doi":null,"is_oa":false,"landing_page_url":"https://hdl.handle.net/10289/1903","pdf_url":null,"source":{"id":"https://openalex.org/S7407063277","display_name":"Research Commons (University of Waikato)","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":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W1549054775","https://openalex.org/W1964738675","https://openalex.org/W1978106323","https://openalex.org/W2006659865","https://openalex.org/W2016137403","https://openalex.org/W2022958884","https://openalex.org/W2028512764","https://openalex.org/W2030636232","https://openalex.org/W2058042947","https://openalex.org/W2064405319","https://openalex.org/W2071737226","https://openalex.org/W2078300387","https://openalex.org/W2086054627","https://openalex.org/W2110619046","https://openalex.org/W2111230857","https://openalex.org/W2133875308","https://openalex.org/W2153383537","https://openalex.org/W2603173777","https://openalex.org/W2890212368","https://openalex.org/W4239801772","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2041092940","https://openalex.org/W2261461952","https://openalex.org/W2006430039","https://openalex.org/W2820184834","https://openalex.org/W1482938481","https://openalex.org/W4321844681","https://openalex.org/W1592049944","https://openalex.org/W2030636232","https://openalex.org/W2126378831","https://openalex.org/W2091658568"],"abstract_inverted_index":{"Purpose":[0],"The":[1,33,59,83,186,209],"aim":[2],"of":[3,11,28,47,71,78,171,178,202,219,231],"the":[4,26,45,51,72,98,105,113,136,153,164,169,176,190,195,200,232],"study":[5,34,60,137,165,187,218],"is":[6,100],"to":[7,90,141,193],"assess":[8],"customer":[9],"perceptions":[10],"service":[12,19,94,181,220],"quality":[13,221],"delivered":[14],"by":[15,152,223],"front":[16,91],"office,":[17,92],"room":[18,93],"and":[20,38,95,123,125,182,197],"an":[21,139,213],"in":[22,25,50,66,121,143,156,158,160,180,205,225],"house":[23],"restaurant/caf\u00e9":[24],"lodgings":[27,65,157,224],"Hamilton,":[29,206],"New":[30,161,207,226],"Zealand.":[31,162,208],"Design/methodology/approach":[32],"uses":[35],"a":[36,133,216],"survey":[37,42,73],"interview":[39],"technique.":[40],"A":[41,75],"questionnaire":[43],"with":[44,228],"help":[46],"local":[48],"managers":[49],"lodging":[52,203],"industry":[53],"was":[54,61],"structured":[55],"for":[56,215],"this":[57,126],"study.":[58],"undertaken":[62],"at":[63],"different":[64],"Hamilton":[67,159],"involving":[68],"face\u2010to\u2010face":[69],"administration":[70],"instrument.":[74],"useable":[76],"sample":[77],"645":[79],"participants":[80],"resulted.":[81],"Findings":[82],"importance\u2013performance":[84],"analysis":[85],"showed":[86],"that":[87,116,148],"responses":[88,118],"related":[89],"in\u2010house":[96],"caf\u00e9/restaurant,":[97],"importance":[99,122,196],"statistically":[101],"significant,":[102],"higher":[103],"than":[104],"performance.":[106],"Gender":[107],"also":[108,166,211],"reflected":[109],"statistical":[110],"significance.":[111],"Overall,":[112],"results":[114],"indicate":[115],"most":[117],"show":[119],"gaps":[120,179],"evaluations":[124],"suggests":[127],"managerial":[128],"implications.":[129],"Research":[130],"limitations/implications":[131],"From":[132],"practitioners":[134],"perspective":[135],"provides":[138,212],"opportunity":[140,214],"recognize":[142],"ranking":[144],"order":[145],"general":[146],"features":[147],"are":[149],"considered":[150],"important":[151],"guest":[154],"staying":[155],"Additionally,":[163],"points":[167],"out":[168],"evaluation":[170],"those":[172],"guests,":[173],"thereby":[174],"identifying":[175],"areas":[177],"product":[183],"quality.":[184],"Originality/value":[185],"has":[188],"been":[189],"first":[191],"attempt":[192],"gauge":[194],"experience":[198],"from":[199],"stay":[201],"guests":[204],"research":[210],"comparative":[217],"offered":[222],"Zealand":[227],"other":[229],"parts":[230],"world.":[233]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2017,"cited_by_count":4},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2016-06-24T00:00:00"}
