Which service quality dimensions are important in inbound tourism?
Purpose Based on a conceptual framework drawn from the original SERVQUAL model, the purpose of the paper is to explore the question of which service‐quality dimensions are deemed to be important by inbound tourists visiting a peripheral tourist location in Sweden. Design/methodology/approach Using q...
Published in: | Managing Service Quality: An International Journal |
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cremerald:10.1108/09604520610686151 2024-06-09T07:48:36+00:00 Which service quality dimensions are important in inbound tourism? A case study in a peripheral location Jonsson Kvist, Anna‐Karin Klefsjö, Bengt 2006 http://dx.doi.org/10.1108/09604520610686151 http://www.emeraldinsight.com/doi/full-xml/10.1108/09604520610686151 https://www.emerald.com/insight/content/doi/10.1108/09604520610686151/full/xml https://www.emerald.com/insight/content/doi/10.1108/09604520610686151/full/html en eng Emerald https://www.emerald.com/insight/site-policies Managing Service Quality: An International Journal volume 16, issue 5, page 520-537 ISSN 0960-4529 journal-article 2006 cremerald https://doi.org/10.1108/09604520610686151 2024-05-15T13:23:54Z Purpose Based on a conceptual framework drawn from the original SERVQUAL model, the purpose of the paper is to explore the question of which service‐quality dimensions are deemed to be important by inbound tourists visiting a peripheral tourist location in Sweden. Design/methodology/approach Using questionnaires and interviews, Italian and British tourists visiting a peripheral tourist location in northern Sweden are studied in three phases: before the tourist experience, during the experience, and after return home. Findings Difference in the tourists' perceptions of the importance of various quality dimensions are identified before and after the tourism experience. Many similarities are identified between the needs and expectations of Italian and British tourists, although some differences also emerge. Practical implications Tourism managers should recognise that the needs of their customers can be influenced by: the time at which these needs are assessed; and cultural differences between nationalities. Article in Journal/Newspaper Northern Sweden Emerald Managing Service Quality: An International Journal 16 5 520 537 |
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cremerald |
language |
English |
description |
Purpose Based on a conceptual framework drawn from the original SERVQUAL model, the purpose of the paper is to explore the question of which service‐quality dimensions are deemed to be important by inbound tourists visiting a peripheral tourist location in Sweden. Design/methodology/approach Using questionnaires and interviews, Italian and British tourists visiting a peripheral tourist location in northern Sweden are studied in three phases: before the tourist experience, during the experience, and after return home. Findings Difference in the tourists' perceptions of the importance of various quality dimensions are identified before and after the tourism experience. Many similarities are identified between the needs and expectations of Italian and British tourists, although some differences also emerge. Practical implications Tourism managers should recognise that the needs of their customers can be influenced by: the time at which these needs are assessed; and cultural differences between nationalities. |
format |
Article in Journal/Newspaper |
author |
Jonsson Kvist, Anna‐Karin Klefsjö, Bengt |
spellingShingle |
Jonsson Kvist, Anna‐Karin Klefsjö, Bengt Which service quality dimensions are important in inbound tourism? |
author_facet |
Jonsson Kvist, Anna‐Karin Klefsjö, Bengt |
author_sort |
Jonsson Kvist, Anna‐Karin |
title |
Which service quality dimensions are important in inbound tourism? |
title_short |
Which service quality dimensions are important in inbound tourism? |
title_full |
Which service quality dimensions are important in inbound tourism? |
title_fullStr |
Which service quality dimensions are important in inbound tourism? |
title_full_unstemmed |
Which service quality dimensions are important in inbound tourism? |
title_sort |
which service quality dimensions are important in inbound tourism? |
publisher |
Emerald |
publishDate |
2006 |
url |
http://dx.doi.org/10.1108/09604520610686151 http://www.emeraldinsight.com/doi/full-xml/10.1108/09604520610686151 https://www.emerald.com/insight/content/doi/10.1108/09604520610686151/full/xml https://www.emerald.com/insight/content/doi/10.1108/09604520610686151/full/html |
genre |
Northern Sweden |
genre_facet |
Northern Sweden |
op_source |
Managing Service Quality: An International Journal volume 16, issue 5, page 520-537 ISSN 0960-4529 |
op_rights |
https://www.emerald.com/insight/site-policies |
op_doi |
https://doi.org/10.1108/09604520610686151 |
container_title |
Managing Service Quality: An International Journal |
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16 |
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5 |
container_start_page |
520 |
op_container_end_page |
537 |
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1801380383002984448 |