Special Issue "Service Quality in Leisure and Tourism"
Deadline for manuscript submissions: closed (31 May 2019) | Viewed by 54071
Interests: tourism; service quality; data analysis; structural equation modelling; consumer behavior; loyalty
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Interests: consumer behavior in offline and digital environments; services and tourism marketing; new technologies adoption; the effects of social network sites participation; tourism impacts on resident attitudes
Interests: cover all aspects of services and tourism marketing in online and offline environments, with a primary focus on consumer behavior (motivations, perceptions, sensations, emotions, experiences, expectations, Implications, image, quality, attitude, trust, satisfaction, behavioral intentions)
The literature on service quality has arisen from two research traditions to measure service quality: i) the Nordic European tradition that uses technical and functional dimensions (Gronroos, 1984); ii) the North American school which uses SERVQUAL multidimensional scale (Parassuraman et al., 1985) or SERVPERF (Cronin and Taylor, 1992). Since then, a growing body of literature has been focusing on measuring service quality in tourism, mainly using SERVQUAL, from which other scales have been derived, such as LODGQUA and HOLSERV (hospitality) and DINESERV (restaurants). These scales have allowed researchers to identify the influence of service quality on other variables in hospitality and leisure, such as destination image, satisfaction, trust and loyalty. Additionally, service quality is an objective measure and does not take into account the subjective perceptions of service quality, which in turn are more affective and holistic, leading to concept of experiential quality. In sum, experiential service quality refers to the psychological outcome resulting from the tourist participation in tourism and leisure activities. Nonetheless, the literature that analyzes experiential service quality is scarce in leisure and tourism, and even more in sustainable tourism environments. In this Special Issue, we invite manuscript submissions of empirical research to go beyond the traditional conception of service quality, in order to better understand the role of experiential service quality and its outcomes in a wide range of sustainable leisure and hospitality contexts. Topics may include, but are not limited to:
- experiential service quality
Prof. Dr. Javier Sánchez García
Prof. Dr. Ramon Palau-Saumell
Prof. Dr. Santiago Forgas-Coll
Manuscript Submission Information
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