Metody pomiaru jakości usług turystycznych

• Autorzy: Marcin Olszewski

Warianty tytułu

Measuring Service Quality in Tourism

• Języki publikacji: PL

Abstrakty

Artykuł wyjaśnia znaczenie pomiaru jakości w turystyce, a także cech branży, które determinują holistyczne rozumienie jakości. Porusza problem jakościowych i ilościowych aspektów prowadzenia pomiarów jakości. Przedstawia przykład zastosowania jednej z metod jakościowych do oceny wyjazdu wakacyjnego. Omawia metodologię badania, charakterystykę próby, wskazuje sposób wyznaczania atrybutów produktu turystycznego. Pokazuje wady i zalety zastosowanej metody i wnioski dla branży turystycznej oraz dalszych badań.

EN

The article discusses the application of an open-ended method in determining attributes of a tourism product that are important to students, and in measuring tourism product quality. The article has three parts. The first one discusses the importance of quality measurement in tourism and the features of the industry that determine a holistic treatment of quality. The second part considers the qualitative and quantitative aspects of quality measurement. The third part presents a practical application of a qualitative method in evaluating a holiday. The research methodology is outlined, together with the sample description and the method of selecting holiday attributes both for the stage of travel decision-making and post-experience quality evaluation. The closing section summarises the benefits and drawbacks of the method used, draws conclusions for the tourism industry and offers suggestions for further research. (original abstract)

Słowa kluczowe

PL

Turystyka; Usługi turystyczne; Jakość usług; Badanie jakości

EN

Tourism; Tourism services; Quality of services; Quality research

• Czasopismo: Zeszyty Naukowe / Akademia Ekonomiczna w Poznaniu
• Rocznik: 2008
• Numer: nr 98
• Strony: 44--61

Twórcy

autor

Marcin Olszewski

Bibliografia

• Akama J.S., Kieti D.M., Measuring Tourists Satisfaction with Kenya's Wildlife Safari: A Case Study of Tsavo West National Park, Tourism Management vol. 24, 2003, no. 1.
• Baker D.A., Crompton J.L., Quality, Satisfaction and Behavioral Intention, Annals of Tourism Research vol. 27, 2000, no. 3.
• Bennington L, Cummane J., Measuring Service Quality: A Hybrid Methodology, Total Quality Management vol. 9, 1998, no. 6.
• Boulding W., Kalra A., Staelin R., Zeithaml V. A., A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research vol. 30, 1993.
• Callan R.J., The Critical Incident Technique in Hospitality Research: An Illustration from the UK Lodge Sector, Tourism Management vol. 19,1998, no. 1.
• Chung В., Hoffman K.D., Critical Incidents. Service Failures that Matter Most, Cornell Hotel and Restaurant Quarterly, June 1998.
• Cronin J.J. Jr, Taylor S., Measuring Service Quality. A Reexamination and Extension, Journal of Marketing vol. 56, 1992.
• Dubé L., Renaghan L.M., Creating Visible Customer Value, Cornell Hotel and Restaurant Administration Quarterly, February 2000.
• Edvardson В., Stravik T., Is a Critical Incident Critical for a Customer Relationship? Managing Service Quality vol. 10, 2000, no. 2.
• Juwaheer T.D., Exploring International Tourists' Perceptions of Hotel Operations by Using Modified SERVQUAL Approach - A Case Study of Mauritius, Managing Service Quality vol. 14, 2004, no. 5.
• Knutson B.J., Stevens P., Wullaert C, Patton M., Yokoyama R, The Service Scoreboard: A Service Quality Measurement Tool for the Hospitality Industry, Hospitality Research Journal vol. 14, 1990, no. 2.
• Konecki K., Studia z metodologii badań jakościowych. Teoria ugruntowana, PWE, Warszawa 2000.
• Kostera M., Postmodernizm w zarządzaniu, PWE, Warszawa 1996.
• Lam T., Zhang H.Q., Service Quality of Travel Agents: The Case of Travel Agents in Hong Kong, Tourism Management vol. 20, 1999, no. 3.
• Obenour W, Patterson M., Pedersen P., Pearson L, Conceptualization of Meaning-based Research Approach for Tourism Service Experience, Tourism Management vol. 27, 2006, no. 1.
• Olszewski M., Zastosowanie metod oceny jakości w hotelarstwie, w: Turystyka w ujęciu globalnym i lokalnym, red. G. Gołembski, Wydawnictwo AE w Poznaniu, Poznań 2004.
• Palmer A., O'Neil M., The Effects of Perceptual Processes on the Measurement of Service Quality, Journal of Services Marketing vol. 17, 2003, no. 3.
• Parasuraman A., Zeithaml V.A., Berry L.L., A Conceptual Model of Services Quality and its Implications for Future Research, Journal of Marketing vol. 49, 1985, no. 4.
• Pearce P., Caltabiano M., Inferring Travel Motivation from Travelers' Experience, Journal of Travel Research vol. 22, 1983.
• Rapacz A., Jakość sposobem konkurencji przedsiębiorstw i regionów turystycznych, w: Rozwój usług turystycznych u progu XXI wieku, red. G. Gołembski, Wydawnictwo AE w Poznaniu, Poznań 1999.
• Ritchie J.R.B., Crouch G.I., Quality, Price and the Tourism Experience: Roles and Contribution to Destination Competitiveness, Quality Management in Tourism, AIEST vol. 39, 1997.
• Stevens P., Knutson В., Patton M., Dineserv: A Tool for Measuring Service Quality in Restaurants, Cornell Hotel and Restaurant Administration Quarterly vol. 36, 1996, no. 2.
• Tribe V., Snaith T, From SERVQUAL to HOLSAT: Holiday Satisfaction in Varadero, Cuba, Tourism Management vol. 19,1998, no. 1.
• Weiermair K., On the Concept and Definition of Quality in Tourism, Quality Management in Tourism, AIEST vol. 39,1997.
• Weiermair K., Fuchs M., Measuring Tourist Judgment on Service Quality, Annals of Tourism Research vol. 26,1999, no. 1.
• Yuksel A., Rimmington M., Customer Satisfaction Measurement, Cornell Hotel and Restaurant Administration Quarterly, December 1998.
• Zeithaml V.A., Berry L.L., Parasuraman A., The Behavioral Consequences of Service Quality, Journal of Marketing vol. 60,1996.