Achieving positive word-of-mouth communication
The role of perceived service quality in the context of Greek ski centres
Bibliographic Data
| ID | 12855768 |
|---|---|
| Authors | Achilleas Barlas (0000-0002-8266-0138, corresponding author), Konstantinos Mantis (0000-0003-3897-3636), Αθανάσιος Κουστέλιος (0000-0002-0318-2183) |
| Year | 2010 |
| Volume | 52 |
| Issue | 4 |
| Pages | 290-297 |
| Publication date | 2010-01-01 |
| Open Access | No |
| Type | ARTICLE |
| Venue | World Leisure & Recreation (JOURNAL) |
| Journal identifiers | ISSN: 1026-1133 • E-ISSN: 2333-4509 |
| Publisher | Taylor & Francis (PUBLISHER • GB) |
| DOI | 10.1080/04419057.2010.9674654 |
| OpenAlex | W2119885216 |
| Language | EN |
| Citations received | 1 |
| References cited | 38 |
The objective of this study is to establish the degree to which ser vice quality of ski resorts can predict word-of-mouth communication. The sample consisted of 129 resort visitors. Participants were asked to complete the service quality scale based on Brady and Cronin's (2001) model. The instrument measures the three main dimensions of service quality (interaction quality; physical environment quality; outcome quality) using 11 items. All respondents were required to provide their responses on a continuum from 1 (strongly disagree) to 7 (strongly agree). Results indicated that the three service quality dimensions predicted a high proportion of variance in word-of-mouth communication with the factor “outcome quality” having the strongest influence. Acknowledging the results of the study, managers of ski centres should pay attention to ensuring that their centres provide personalised services and friendly atmosphere
Advertising · Business · Context (archaeology · Geography · Quality (philosophy · Sample (material · Scale (ratio · Service (business · Service quality · Variance (accounting · Word of mouth · Applied Psychology · Consumer Behavior in Brand Consumption and Identification · Customer Service Quality and Loyalty · Diverse Aspects of Tourism Research · Psychology · Social Psychology · Marketing
Some New Thoughts on Conceptualizing Perceived Service Quality
Increasing customers' loyalty in a skiing resort
Customer Loyalty
A Dynamic Process Model of Service Quality
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
The relationship between service quality and behavioural intentions for spectators at traditional dance performances in Greece
The usefulness of selected variables for predicting activity loyalty
Measuring Leisure Motivation
A Multistage Model of Customers' Assessments of Service Quality and Value
| Citations per year | 0.13 |
|---|---|
| Citation span | 2018 - 2018 (1) |
| Highly cited | No |