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Which service quality dimensions are important in inbound tourism?: a case study in a peripheral location
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
2006 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 16, no 5, p. 520-537Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
2006. Vol. 16, no 5, p. 520-537
National Category
Reliability and Maintenance
Research subject
Quality Technology and Management
Identifiers
URN: urn:nbn:se:ltu:diva-8269DOI: 10.1108/09604520610686151Scopus ID: 2-s2.0-33749317509Local ID: 6bfeba10-a1b5-11db-8975-000ea68e967bOAI: oai:DiVA.org:ltu-8269DiVA, id: diva2:981160
Note
Validerad; 2006; 20070111 (ysko)Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-07-10Bibliographically approved

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Kvist, Anna-KarinKlefsjö, Bengt

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