{"id":"https://openalex.org/W2188297333","doi":null,"title":"AN INVESTIGATION INTO THE GUESTS' PERCEIVED SERVICE QUALITY OF THE BED-AND-BREAKFAST AND GUEST HOUSE MARKET INDUSTRY IN THE NELSON MANDELA BAY AREA","display_name":"AN INVESTIGATION INTO THE GUESTS' PERCEIVED SERVICE QUALITY OF THE BED-AND-BREAKFAST AND GUEST HOUSE MARKET INDUSTRY IN THE NELSON MANDELA BAY AREA","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2188297333","mag":"2188297333"},"language":"en","primary_location":{"id":"pmh:oai:dspacecris-nc1.mandela.ac.za:10948/2015623","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10948/2015623","pdf_url":"https://dspacecris-nc1.mandela.ac.za/bitstreams/fe707300-e59e-4291-83d2-4084be64c409/download","source":{"id":"https://openalex.org/S7407089438","display_name":"Nelson Mandela University Research Repository","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":"Thesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://dspacecris-nc1.mandela.ac.za/bitstreams/fe707300-e59e-4291-83d2-4084be64c409/download","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100405987","display_name":"Jin Zhang","orcid":"https://orcid.org/0000-0002-7464-2247","observed_orcids":["https://orcid.org/0000-0002-7464-2247"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Jin Zhang","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-7464-2247","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5100405987"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9526000022888184,"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":0.9526000022888184,"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":0.04490000009536743,"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":0.0005000000237487257,"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/perceived-service-quality","display_name":"perceived service quality","score":0.9309999942779541},{"id":"https://openalex.org/keywords/bed-and-breakfast","display_name":"bed and breakfast","score":0.7870000004768372},{"id":"https://openalex.org/keywords/guesthouses","display_name":"guesthouses","score":0.9860000014305115},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8820000290870667},{"id":"https://openalex.org/keywords/guest-expectations","display_name":"guest expectations","score":0.7919999957084656},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.5559999942779541},{"id":"https://openalex.org/keywords/nelson-mandela-bay","display_name":"Nelson Mandela Bay","score":0.8349999785423279},{"id":"https://openalex.org/keywords/service-quality-evaluation","display_name":"service quality evaluation","score":0.6679999828338623}],"concepts":[{"id":"https://openalex.org/C115880899","wikidata":"https://www.wikidata.org/wiki/Q1124247","display_name":"Bay","level":2,"score":0.7915146350860596},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5154629349708557},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.49584946036338806},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4850980043411255},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4604836404323578},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.38702404499053955},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.29063963890075684},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2704578638076782},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.16685497760772705},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.061036914587020874},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:dspacecris-nc1.mandela.ac.za:10948/2015623","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10948/2015623","pdf_url":"https://dspacecris-nc1.mandela.ac.za/bitstreams/fe707300-e59e-4291-83d2-4084be64c409/download","source":{"id":"https://openalex.org/S7407089438","display_name":"Nelson Mandela University Research Repository","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":"Thesis"},{"id":"mag:2188297333","doi":null,"is_oa":false,"landing_page_url":"https://vital.seals.ac.za/vital/access/manager/Repository/vital:9337/SOURCEPDF","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:dspacecris-nc1.mandela.ac.za:10948/2015623","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10948/2015623","pdf_url":"https://dspacecris-nc1.mandela.ac.za/bitstreams/fe707300-e59e-4291-83d2-4084be64c409/download","source":{"id":"https://openalex.org/S7407089438","display_name":"Nelson Mandela University Research Repository","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":"Thesis"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.7257999777793884,"display_name":"Decent work and economic growth"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2188297333.pdf","grobid_xml":"https://content.openalex.org/works/W2188297333.grobid-xml"},"referenced_works_count":72,"referenced_works":["https://openalex.org/W93022447","https://openalex.org/W94505722","https://openalex.org/W337446873","https://openalex.org/W353375724","https://openalex.org/W568329699","https://openalex.org/W570413670","https://openalex.org/W579881159","https://openalex.org/W588853553","https://openalex.org/W631005177","https://openalex.org/W659549537","https://openalex.org/W1482830382","https://openalex.org/W1485255481","https://openalex.org/W1490587702","https://openalex.org/W1501198296","https://openalex.org/W1501328383","https://openalex.org/W1502783911","https://openalex.org/W1505999675","https://openalex.org/W1509524316","https://openalex.org/W1535828339","https://openalex.org/W1536541488","https://openalex.org/W1542961849","https://openalex.org/W1544775669","https://openalex.org/W1549054775","https://openalex.org/W1554282264","https://openalex.org/W1569249269","https://openalex.org/W1570427072","https://openalex.org/W1585650195","https://openalex.org/W1596102832","https://openalex.org/W1675499934","https://openalex.org/W1689771227","https://openalex.org/W1874059070","https://openalex.org/W1895939088","https://openalex.org/W1968629566","https://openalex.org/W1977088281","https://openalex.org/W1979522819","https://openalex.org/W1983225075","https://openalex.org/W1983667706","https://openalex.org/W1985514563","https://openalex.org/W1997470043","https://openalex.org/W2002836399","https://openalex.org/W2004391268","https://openalex.org/W2005966368","https://openalex.org/W2006873532","https://openalex.org/W2008848828","https://openalex.org/W2018872114","https://openalex.org/W2023791084","https://openalex.org/W2024180819","https://openalex.org/W2026368098","https://openalex.org/W2027362728","https://openalex.org/W2028738935","https://openalex.org/W2030931215","https://openalex.org/W2031897603","https://openalex.org/W2041041081","https://openalex.org/W2045088058","https://openalex.org/W2056484204","https://openalex.org/W2064405319","https://openalex.org/W2088895421","https://openalex.org/W2094013842","https://openalex.org/W2128829993","https://openalex.org/W2147854732","https://openalex.org/W2153723851","https://openalex.org/W2154049231","https://openalex.org/W2171464917","https://openalex.org/W2266639535","https://openalex.org/W2316110746","https://openalex.org/W2316250154","https://openalex.org/W2338131190","https://openalex.org/W2477573857","https://openalex.org/W2611897969","https://openalex.org/W3128209044","https://openalex.org/W3147133440","https://openalex.org/W4213053496"],"related_works":["https://openalex.org/W2769332630","https://openalex.org/W3123933620","https://openalex.org/W3091996585","https://openalex.org/W2793773451","https://openalex.org/W4283727337","https://openalex.org/W4399080652","https://openalex.org/W1849734423","https://openalex.org/W2521064575","https://openalex.org/W3137498649","https://openalex.org/W2957897635"],"abstract_inverted_index":{"The":[0,90,113,143,174,214,237,283],"tourism":[1,181],"and":[2,34,37,79,84,102,105,128,130,141,155,157,186,191,208,217,262,277,317,319,334,354,362,373,407,414],"hospitality":[3],"industry":[4,182],"has":[5],"made":[6],"a":[7,192,245,248,381],"meaningful":[8],"contribution":[9],"to":[10,70,100,120,164,252,321,343,357,384,397,419],"the":[11,14,20,24,45,49,52,64,68,72,87,96,122,133,150,168,184,200,228,265,288,295,303,329,338,347,375,386,390,411],"development":[12],"of":[13,51,116,125,145,152,170,180,195,202,205,244,272,314,331,367,389],"South":[15,57],"African":[16],"economy.":[17],"Not":[18],"only":[19],"hotels,":[21],"but":[22],"also":[23],"demand":[25],"for":[26,210,226],"self-catering":[27,53,91],"holiday":[28,54,92],"properties":[29,55,93],"such":[30],"as":[31],"guest":[32,126,153,258,315,332,348],"houses":[33,127,259,333],"bed-and-breakfast":[35],"Bed":[36,129,156,261,318],"Breakfast":[38,158,320],"establishments":[39],"is":[40,59,66,326],"increasing":[41],"which":[42],"could":[43,148],"boost":[44],"tourist":[46,172],"industry.":[47],"Moreover,":[48],"prospect":[50],"in":[56,132,159,233,264,270],"Africa":[58],"extremely":[60],"positive,":[61],"particularly":[62],"when":[63],"country":[65],"given":[67],"opportunity":[69],"hold":[71],"2010":[73],"FIFA":[74],"World":[75],"Cup.":[76],"Thus,":[77],"expectations":[78,140],"perceptions":[80],"are":[81,110],"significantly":[82],"shaped":[83],"transformed":[85],"by":[86,137,242,393],"prosperous":[88],"environment.":[89],"should":[94],"provide":[95],"best":[97],"possible":[98],"service":[99,123,162,196,206,212,231,312],"international":[101],"domestic":[103],"tourists":[104],"ensure":[106],"that":[107,294,309,328],"their":[108,359],"needs":[109,169],"fully":[111],"met.":[112],"general":[114],"purpose":[115],"this":[117,146,234],"study":[118,147,176],"was":[119,240],"evaluate":[121,385],"quality":[124,197,207,232,313,388],"Breakfasts":[131,263],"Nelson":[134,266],"Mandela":[135,267],"Bay":[136,268],"comparing":[138,394],"guests\u2019":[139,229],"perceptions.":[142],"results":[144],"assist":[149],"managers":[151,330],"house":[154,316],"improving":[160],"its":[161,218],"performance":[163],"more":[165],"effectively":[166],"fulfil":[167],"dynamic":[171],"market.":[173],"literature":[175],"provided":[177],"an":[178,416],"overview":[179],"from":[183,371,404],"management":[185],"marketing":[187,190],"perspectives,":[188],"services":[189],"detailed":[193],"discussion":[194],"focusing":[198],"on":[199,287,410],"nature":[201],"services,":[203],"determinants":[204],"techniques":[209],"measuring":[211,227],"quality.":[213],"SERVQUAL":[215],"model":[216],"derivative,":[219],"Lodging":[220],"Quality":[221],"Index":[222],"(LQI),":[223],"were":[224,255,281,299],"adapted":[225],"perceived":[230,311],"research.":[235],"ii":[236],"empirical":[238,284],"data":[239],"collected":[241],"means":[243],"survey,":[246],"using":[247],"self-administered":[249],"questionnaire":[250],"distributed":[251],"guests":[253,310],"who":[254],"staying":[256],"at":[257],"or":[260],"identified":[269],"terms":[271],"convenience":[273],"sampling.":[274],"One":[275],"hundred":[276],"five":[278],"useable":[279],"questionnaires":[280],"received.":[282],"findings":[285],"based":[286],"perception-minus-expectation":[289],"(P-E)":[290],"gap":[291],"analysis":[292],"showed":[293],"perception":[296],"mean":[297,305],"scores":[298],"consistently":[300],"lower":[301],"than":[302],"expectation":[304],"scores.":[306],"This":[307],"implies":[308],"be":[322],"relatively":[323],"low.":[324],"It":[325],"recommended":[327],"BBs":[335],"should:":[336],"uniform":[337],"employees;":[339],"use":[340],"every":[341],"tool":[342],"figure":[344],"out":[345],"what":[346],"wants;":[349],"establish":[350],"specific":[351],"working":[352],"procedures":[353],"help":[355],"employees":[356],"understand":[358],"job":[360],"responsibilities":[361],"mangers\u2019":[363],"expectations;":[364],"invite":[365],"suggestions":[366],"existing":[368],"located":[369],"facilities":[370,377],"guests,":[372],"move":[374],"inconvenient":[376],"if":[378],"possible;":[379],"employ":[380],"communication":[382,391,395],"audit":[383],"overall":[387],"system":[392],"objectives":[396],"actual":[398],"performance;":[399],"combine":[400],"useful":[401],"destination":[402],"information":[403],"different":[405],"sources":[406],"update":[408],"them":[409],"website":[412],"frequently;":[413],"apply":[415],"attracting":[417],"layout":[418],"build":[420],"positive":[421],"image.":[422]},"counts_by_year":[{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":2}],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2016-06-24T00:00:00"}
