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| 호텔 서비스 품질 척도× | 관광객 충성도 척도× | |
|---|---|---|
| 분야 | 관광경영 | 관광경영 |
| 계열 | Process / pipeline | Process / pipeline |
| 기원 연도≠ | 2003 | 2000 |
| 창시자≠ | Getty, J. M., & Getty, R. L. | Oppermann, M. |
| 유형≠ | Self-report questionnaire / Expectancy-disconfirmation scale | Self-report questionnaire |
| 원전≠ | Getty, J. M., & Getty, R. L. (2003). Lodging quality index (LQI): Assessing Expectations and Perceptions of Lodging Quality. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 33-46. link ↗ | Oppermann, M. (2000). Tourism destination loyalty. Journal of Travel Research, 39(1), 78-84. DOI ↗ |
| 별칭≠ | HSQS, Lodging Quality Index, LQI | TLS, Destination Loyalty Scale |
| 관련 | 5 | 5 |
| 요약≠ | The Hotel Service Quality Scale (HSQS), including the Lodging Quality Index (LQI) developed by Getty & Getty (2003), measures guest perceptions of hotel service quality across multiple dimensions (room comfort, staff responsiveness, facilities, value). Using expectancy-disconfirmation theory, it captures not only perceived quality but the gap between expectations and reality, enabling precise diagnosis of service strengths and improvement priorities. Essential for hospitality managers seeking competitive positioning through service excellence and for franchisees maintaining brand standards. | The Tourist Loyalty Scale (TLS) measures the extent to which visitors intend to return to a destination and recommend it to others, reflecting behavioral commitment and preference relative to competing destinations. Developed by Oppermann (2000) and refined across multiple tourism contexts, the TLS captures the ultimate outcome of satisfaction and destination image—willingness to invest time and money in repeat visitation and endorsement. As the true measure of competitive advantage in tourism, loyalty drives revenue stability, positive reputation, and ecosystem resilience. |
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