{"id":"https://openalex.org/W2053589302","doi":"https://doi.org/10.1080/1331677x.2014.967537","title":"An importance-performance analysis of service quality in spa hotels","display_name":"An importance-performance analysis of service quality in spa hotels","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W2053589302","doi":"https://doi.org/10.1080/1331677x.2014.967537","mag":"2053589302"},"language":"en","primary_location":{"id":"doi:10.1080/1331677x.2014.967537","doi":"https://doi.org/10.1080/1331677x.2014.967537","is_oa":true,"landing_page_url":"https://doi.org/10.1080/1331677x.2014.967537","pdf_url":null,"source":{"id":"https://openalex.org/S1014724869","display_name":"Economic Research-Ekonomska Istra\u017eivanja","issn_l":"1331-677X","issn":["1331-677X","1848-9664"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","erih-plus","poland-20","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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Economic Research-Ekonomska Istra\u017eivanja","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1080/1331677x.2014.967537","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5073883513","display_name":"Ivana Ble\u0161i\u0107","orcid":"https://orcid.org/0000-0003-2534-3280","observed_orcids":["https://orcid.org/0000-0003-2534-3280"]},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":true,"raw_author_name":"Ivana Ble\u0161i\u0107","raw_affiliation_strings":["Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]},{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012375889","display_name":"Jovanka Popov\u2010Ralji\u0107","orcid":"https://orcid.org/0000-0003-4910-1286","observed_orcids":["https://orcid.org/0000-0003-4910-1286"]},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Jovanka Popov-Ralji\u0107","raw_affiliation_strings":["Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]},{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027496388","display_name":"Lenko Uravi\u0107","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I25607154","display_name":"Juraj Dobrila University of Pula","ror":"https://ror.org/006ks2460","country_code":"HR","type":"education","lineage":["https://openalex.org/I25607154"]}],"countries":["HR"],"is_corresponding":false,"raw_author_name":"Lenko Uravi\u0107","raw_affiliation_strings":["Department of Economics and Tourism 'Dr. Mijo Mirkovi\u0107', Juraj Dobrila University of Pula, Pula, Croatia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Economics and Tourism 'Dr. Mijo Mirkovi\u0107', Juraj Dobrila University of Pula, Pula, Croatia","institution_ids":["https://openalex.org/I25607154"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5078891476","display_name":"Uglje\u0161a Stankov","orcid":"https://orcid.org/0000-0002-7731-592X","observed_orcids":["https://orcid.org/0000-0002-7731-592X"]},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Uglje\u0161a Stankov","raw_affiliation_strings":["Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]},{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5109008663","display_name":"Lukrecija \u0110eri","orcid":"https://orcid.org/0000-0001-8696-764X","observed_orcids":["https://orcid.org/0000-0001-8696-764X"]},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Lukrecija \u0110eri","raw_affiliation_strings":["Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]},{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049644530","display_name":"Milana Panteli\u0107","orcid":"https://orcid.org/0000-0001-9569-3388","observed_orcids":["https://orcid.org/0000-0001-9569-3388"]},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Milana Panteli\u0107","raw_affiliation_strings":["Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]},{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5021205359","display_name":"Tanja Armenski","orcid":"https://orcid.org/0000-0002-9425-4663","observed_orcids":["https://orcid.org/0000-0002-9425-4663"]},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Tanja Armenski","raw_affiliation_strings":["Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management, Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]},{"raw_affiliation_string":"Department of Geography, Tourism and Hotel Management,#N#Faculty of Sciences, University of Novi Sad, Novi Sad, Serbia","institution_ids":["https://openalex.org/I170726198"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5073883513"],"corresponding_institution_ids":["https://openalex.org/I170726198"],"apc_list":{"value":770,"currency":"GBP","value_usd":944},"apc_paid":{"value":770,"currency":"GBP","value_usd":944},"fwci":7.6939,"has_fulltext":false,"cited_by_count":53,"citation_normalized_percentile":{"value":0.96373516,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":"27","issue":"1","first_page":"483","last_page":"495"},"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":0.000699999975040555,"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/T11114","display_name":"Service and Product Innovation","score":0.00039999998989515007,"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/service-quality","display_name":"service quality","score":0.8859999775886536},{"id":"https://openalex.org/keywords/spa-hotels","display_name":"spa hotels","score":1.0},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9169999957084656},{"id":"https://openalex.org/keywords/importance-performance-analysis","display_name":"importance-performance analysis","score":0.8569999933242798},{"id":"https://openalex.org/keywords/hotel-management-strategy","display_name":"hotel management strategy","score":0.6800000071525574},{"id":"https://openalex.org/keywords/wellness-services","display_name":"wellness services","score":0.6309999823570251},{"id":"https://openalex.org/keywords/serbia","display_name":"Serbia","score":0.34200000762939453}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9600751996040344},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7843506336212158},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5610487461090088},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.5596176981925964},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5565702319145203},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5450719594955444},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5310355424880981},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.5260400772094727},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.49145543575286865},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.44459986686706543},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3103591203689575},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.295177161693573},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.1137533187866211},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.07095733284950256},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1080/1331677x.2014.967537","doi":"https://doi.org/10.1080/1331677x.2014.967537","is_oa":true,"landing_page_url":"https://doi.org/10.1080/1331677x.2014.967537","pdf_url":null,"source":{"id":"https://openalex.org/S1014724869","display_name":"Economic Research-Ekonomska Istra\u017eivanja","issn_l":"1331-677X","issn":["1331-677X","1848-9664"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","erih-plus","poland-20","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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Economic Research-Ekonomska Istra\u017eivanja","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:reroxx:v:27:y:2014:i:1:p:483-495","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/1331677X.2014.967537","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"},{"id":"pmh:oai:hrcak.srce.hr:171340","doi":null,"is_oa":true,"landing_page_url":"http://hrcak.srce.hr/171340","pdf_url":null,"source":{"id":"https://openalex.org/S4306400071","display_name":"University of Zagreb University Computing Centre (SRCE)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I181343428","host_organization_name":"University of Zagreb","host_organization_lineage":["https://openalex.org/I181343428"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Economic research - Ekonomska istra\u017eivanja","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.1080/1331677x.2014.967537","doi":"https://doi.org/10.1080/1331677x.2014.967537","is_oa":true,"landing_page_url":"https://doi.org/10.1080/1331677x.2014.967537","pdf_url":null,"source":{"id":"https://openalex.org/S1014724869","display_name":"Economic Research-Ekonomska Istra\u017eivanja","issn_l":"1331-677X","issn":["1331-677X","1848-9664"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","erih-plus","poland-20","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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Economic Research-Ekonomska Istra\u017eivanja","raw_type":"journal-article"},"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":47,"referenced_works":["https://openalex.org/W2122288","https://openalex.org/W252777102","https://openalex.org/W306724454","https://openalex.org/W1533117731","https://openalex.org/W1557701872","https://openalex.org/W1689771227","https://openalex.org/W1969010497","https://openalex.org/W1978125974","https://openalex.org/W1979522819","https://openalex.org/W1988459196","https://openalex.org/W1992499450","https://openalex.org/W1993760488","https://openalex.org/W1994585402","https://openalex.org/W2001529096","https://openalex.org/W2004041310","https://openalex.org/W2009886992","https://openalex.org/W2016183415","https://openalex.org/W2024269744","https://openalex.org/W2026368098","https://openalex.org/W2028393662","https://openalex.org/W2031897603","https://openalex.org/W2032070756","https://openalex.org/W2043010031","https://openalex.org/W2044142111","https://openalex.org/W2047344662","https://openalex.org/W2058382134","https://openalex.org/W2062228572","https://openalex.org/W2065277876","https://openalex.org/W2071778145","https://openalex.org/W2086135962","https://openalex.org/W2089288358","https://openalex.org/W2098032458","https://openalex.org/W2106559414","https://openalex.org/W2107601605","https://openalex.org/W2137329718","https://openalex.org/W2138733387","https://openalex.org/W2143437377","https://openalex.org/W2144691071","https://openalex.org/W2145109772","https://openalex.org/W2149028091","https://openalex.org/W2167273860","https://openalex.org/W2178752563","https://openalex.org/W2241839229","https://openalex.org/W2923767098","https://openalex.org/W4250064666","https://openalex.org/W4252320641","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2030976254","https://openalex.org/W2899949991","https://openalex.org/W1614519345","https://openalex.org/W2807249669","https://openalex.org/W3180346373","https://openalex.org/W4411361446","https://openalex.org/W2052238341","https://openalex.org/W7039720367","https://openalex.org/W7042829442","https://openalex.org/W2752793751"],"abstract_inverted_index":{"This":[0],"paper":[1,142],"identifies":[2],"the":[3,17,30,36,60,87,95,101,121,144,151,159],"results":[4],"of":[5,19,55,72,81,86,100,146,153,161],"a":[6,26,78],"questionnaire":[7],"designed":[8],"to":[9,35,49,76,157],"measure":[10,52,77],"service":[11,56,88,102],"quality":[12,22,57,89,103,160],"in":[13,16,58,90],"spa":[14,91],"hotels":[15],"Republic":[18],"Serbia.":[20],"Service":[21],"was":[23,74,131],"measured":[24],"with":[25],"model":[27,63],"based":[28],"on":[29,94],"original":[31,61],"SERVQUAL":[32,46,62,73,123],"model.":[33],"Due":[34],"fact":[37],"that":[38,45],"many":[39],"previous":[40],"research":[41,96],"papers":[42],"have":[43],"shown":[44],"is":[47],"insufficient":[48],"identify":[50],"and":[51,83,108,114,117,150],"all":[53],"determinants":[54],"hospitality,":[59],"has":[64],"been":[65],"slightly":[66],"changed.":[67],"Namely,":[68],"this":[69,141],"modified":[70,122],"version":[71],"adjusted":[75],"large":[79],"number":[80],"tangible":[82],"intangible":[84],"elements":[85],"hotels.":[92],"Based":[93],"results,":[97],"seven":[98],"dimensions":[99],"were":[104],"identified:":[105],"assurance,":[106],"food":[107],"benefits,":[109],"empathy,":[110],"entertainment,":[111],"recreation":[112],"facilities":[113],"wellness,":[115],"responsiveness":[116],"reliability.":[118],"After":[119],"applying":[120],"model,":[124],"an":[125,135],"Importance":[126,136],"\u2013":[127,137],"Performance":[128,138],"Analysis":[129,139],"(IPA)":[130],"performed.":[132],"By":[133],"using":[134],"(IPA),":[140],"examines":[143],"efficiency":[145],"hotel":[147,162],"resources":[148],"allocation":[149],"possibility":[152],"designing":[154],"management":[155],"strategies":[156],"improve":[158],"service.":[163]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":7},{"year":2016,"cited_by_count":3}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
