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Anshul Garg and Jeetesh Kumar

Obesity among US Adults, 1999-2008. The Journal of the American Medical Association, 303(3), 235-241 [14] Garg, A. (2014). Mechanic clues vs. humanic clues: Students’ perception towards service quality of fast food restaurants in Taylor’s University campus. Procedia - Social and Behavioural Sciences, 144(1), 164-175 [15] Ha, J., & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529. doi:10.1016/j. ijhm.2009

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European Journal of Tourism, Hospitality and Recreation

The Journal of Polytechnic Institute of Leiria

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Anabela Elias-Almeida, Francisco Javier Miranda and Paulo Almeida

References [1] Appiah-Adu, K., Fyall, A., & Singh, S., (2000). Marketing culture and customer retention in the tourism industry. The Services Industries Journal, 20(2), 95-113. [2] Arnold, M.J., Reynolds, K.E., Ponder, N. & Lueg, J.E. (2005). Customer Delight in a retail context: investigating delightful and terrible shopping experiences. Journal of Business Research, 58, 1132-1145. [3] Baker, D. & Crompton, J. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27 (3), 785

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Bahram Kheiri, Masoud Lajevardi, Mehdi Mohsenipoor Golmaghani, Sina Fakharmanesh and Seyyedeh Sahar Mousavi

customer-based brand equity, 5, 1-180 [12] Castro, C.B., Armario, E.M., & Ruiz, D.M. (2007). The influence of market heterogeneity on the relationship between a destination’s image and tourists’ future behavior. Tourism Management, 28, 175-187 [13] Chen C.-F., & Chen F. S. (2010). Experience Quality, Perceived Value, Satisfaction and Behavioral Intentions for Heritage Tourists., Tour. Manage., 31(1), 29-35 [14] Chen, C.-F., & Tsai, D.(2007). How destination image and evaluate factors affect behavioral intentions?. Tourism Management, 28, 1115

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Cátia Siopa, Sofia Lopes, Cátia Ferreira and Pedro López

-27 [8] Kajanne, A., Pirttilä-Backman, A. M., (1996). Toward an understanding of laypeople’s notions about additives in food: clear-cut viewpoints about additives decrease with education. Appetite, 27, pp. 207-222 [9] Kim, Y. et al., (2009). Building a model of local food consumption on trips and holidays: a grounded theory approach. International Journal of Hospitality Management, 28, pp. 423-431 [10] Kincaid, C. et al., (2010). What really brings them back? The impact of tangible quality on affect and intention for casual dining restaurant patrons

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Evangelia Simantiraki, Maria Skivalou and Nikolaos Trihas

loyalty. Anatolia: An International Journal of Tourism and Hospitality Research, 23(3), pp. 328-347 [19] MacKay Yarnal, C.M. & Kerstetter, D. (2005). Casting off. An Exploration of Cruise Ship Space, Group Tour Behavior, and Social Interaction. Journal of Travel Research, 43, pp. 368-379 [20] Miriëla, C. & Lennie, P. (2010). Cruise tourists returning to Curacao for a land based vacation: A logit model. Netherlands: Research Department of the Central Bank of the Netherlands Antilles [21] Petrick, J.F. (2004a). The Roles of Quality, Value, and

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George Ariya, Noah Sitati and Bob Wishitemi

. (2001). The Host Community: Social and cultural issues concerning wildlife tourism. Wildlife Tourism Report No.4, Status Assessment of Wildlife Tourism in Australia Series. Gold Coast: CRC for Sustainable Tourism. [8] Carey, S., Gountas, Y. & Gilbert, D. (1997). Tour operators and destination sustainability. Tourism Management, 18 (7), 425–431. [9] Chen, C. F. & Chen F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35. [10] Chiu, Y., Lee, W. & Chen, T. (2014

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Maria Amelia and Anshul Garg

] Mohr, L. & Bitner, M. (1995). The role of employee effort in satisfaction with service transactions. Journal Of Business Research, 32(3), pp. 239-252. doi:10.1016/0148-2963(94)00049-k [33] Morley, M. (2014). What Are Examples of Good Service in the Restaurant Industry? Retrieved from Small Business – [34] Mosahab, R., Mahamad, O. & Ramayah, T. (2010). Service Quality, Customer Satisfaction, and Loyalty: A Test of Mediation. International Business Research, 3

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Wen-Jung Chen

planned behavior. Journal of Research in Personality, 25(3), 285-301 [5] Bettencourt, L.A., & Brown, S.W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction, and prosocial service behaviors. Journal of Retailing, 73, 39-61 [6] Billy, B., Pearl, B.K., Gail, S., & Skip, S. (2006). Job satisfaction, organizational commitment, and internal service quality: A case study of Las Vegas hotel/casino industry. Journal of Human Resources in Hospitality & Tourism, 5(2), 37-54 [7] Bock, G.W., Zmud, R.W., Kim, Y.G., & Lee, J.N. (2005

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Satu Schumacher and Raija Komppula

., Price, A., Naismith, N. & Soetanto, R. (2008). Understanding empowerment from an employee perspective: What does it mean and do they want it? Team Performance Management, 14(1/2), pp. 39-55 [14] Gruber, T. (2011). I want to believe they really care: How complaining customers want to be treated by frontline employees. Journal of Service Management, 22(1), pp. 85-110 [15] Grönroos, C. 2007. Service Management and Marketing, Customer Management in Service Competition, 3rd edition. Chichester: Wiley [16] Grönroos, C. (1988). Service quality: the six