Exploring international tourists’ perceptions of hotel operations by using a modified SERVQUAL approach–
Good study - similar methods to what I have been lokoing at - ADAPTED SERVQUAL and overall measures of satisfaction/quality/recommend/return etc...
Methods are perhaps in advance of previous research - full breakdown of the factors that influence each of the dependent variables.
Interesting limitations - especially the acknowlegement that depth has been sacrificed in favour of breadth. The authors suggest that the work should be complemented with qualitative work.
They also mention the culture issue - of how peopl efrom different cultures may perceive things differently.
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