LODGSERV is a 26-item index (alpha = .92) designed to measure consumers' expectations for service quality in the hotel experience. The index confirms the five generic dimensions of service quality hypothesized by Parsuraman, Zeithaml and Berry (1986): Tangibility, Reliability, Responsiveness, Assurance, and Empathy. This paper describes the development of the index and discusses its use as a management tool.
HunterJohn E.GerbingDavid W.(1982).Unidimensional measurement, second order factor analysis, and causal models. In Research in organizational behavior, vol. 4 (pp. 267–320), JAI Press Inc
6.
7.
LeBoeufMichael(1987).How to win customers and keep them for life.New York: G. P. Putnam's Sons
8.
9.
10.
ParasuramanA.ZeithamlValarieBerryLeonard L.(1986).Servqual: A multiple-item scale for measuring customer perceptions of service quality. Working Paper, Marketing Science Institute, Cambridge, Massachusetts
11.
SmithDonald I.(1988).Service: Managing the guest experience.New York: Lebhar-Friedman Books
12.
StevensPete(1988).Winning! Getting customers, keeping customers, and making money.East Lansing, Michigan: Hospitality Resources Ink
