LODGSERV Lodging Service Quality Index
LODGSERV is a 26-item index developed by Knutson, Stevens, Wullaert, Patton, and Yokoyama in 1990 to measure consumers' expectations of service quality in the hotel experience. Building directly on the SERVQUAL framework, it organizes lodging expectations into the five generic service-quality dimensions — tangibles, reliability, responsiveness, assurance, and empathy — and was reported with a high internal-consistency reliability of 0.92. LODGSERV was one of the first industry-specific adaptations of SERVQUAL and served as the methodological forerunner to the restaurant-focused DINESERV from the same research group. It gives hoteliers a validated way to capture what guests expect from a stay and to structure those expectations for comparison with delivered performance.
Изходен запис
Цитиранията са копирани дословно от изходния запис на метода. Те не предполагат проверка на ниво твърдение.
- Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). LODGSERV: A Service Quality Index for the Lodging Industry. Hospitality Research Journal, 14(2), 277-284. · DOI 10.1177/109634809001400230
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. · URL
Подбрани твърдения
Твърденията са запазени в регистъра на доказателствата, всяко със собствена оценка.
Този изглед не измисля оценка на твърдение, когато регистърът няма такава.
Свързани методи
Генерирани от графа на методите и показани като предложени от машината връзки — не се предполага твърдение за доказателство.