Subject Librarian
Access Notes
The links below may prompt you to login with your university network username and password from off campus or when using wireless networks on campus.
Once you reach the publisher site or database, look for the PDF icon or download button near the article title and details. You will not have to login again on the publisher's site, even if you see a button to Login or Sign In.
For additional help, use the Ask a Librarian online chat to troubleshoot login issues.
Week 1
Assigned Reading
- A conceptual model of service quality and its implications for future researchJournal of Marketing. Fall 1985, Vol. 49 No. 4, pp. 41-50. https://doi.org/10.1177/002224298504900403
- Legends of service excellence: The habits of seven highly effective hospitality companiesJournal of Hospitality Marketing & Management. 2010, Vol. 19 No. 8, pp. 889-908. https://doi.org/10.1080/19368623.2010.514562
Week 2
Assigned Reading
- Relationships among customer satisfaction, delight, and loyalty in the hospitality industryJournal of Hospitality & Tourism Research. May 2015, Vol. 39 No. 2, pp. 170-197. https://doi.org/10.1177/1096348012471376
- Towards an understanding of employee empowerment in hospitality servicesInternational Journal of Contemporary Hospitality Management. 1995, Vol. 7 No. 1, pp. 27-32. https://doi.org/10.1108/09596119510078207
- Should we delight the customer?Journal of Academy of Marketing Science. 2000, Vol. 28 No. 1, pp. 86-94. https://doi.org/10.1177/0092070300281008
Additional Reading
- Foundations of the American Customer Satisfaction IndexTotal Quality Management. 2000, Vol. 11 No. 7, pp. 869-882. https://doi.org/10.1080/09544120050135425
- A survey method for identifying key drivers of guest delightInternational Journal of Contemporary Hospitality Management. 2008, Vol. 20 No. 4, pp. 462-470. https://doi.org/10.1108/09596110810873552
- Why satisfied customers defectHarvard Business Review. Nov/Dec 1995, Vol. 73 No. 6, pp. 88-99.
Week 3
Assigned Reading
- Service blueprinting: A practical technique for service innovationCalifornia Management Review. Spring 2008, Vol. 50 No. 3, pp. 66-94. https://doi.org/10.2307/41166446
- Look to consumers to increase productivityHarvard Business Review. May/June 1979, Vol. 57 No. 3, pp. 168-78.
- SERVQUAL: A multiple-item scale for measuring consumer perceptions of service qualityJournal of Retailing. Spring 1988, Vol. 64 No. 1, pp. 12-40.
Additional Reading - Service Quality Scales
- SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service qualityJournal of Marketing. Jan 1994, Vol. 58 No. 1, pp. 125-131. https://doi.org/10.1177/002224299405800110
- Refinement and reassessment of the SERVQUAL scaleJournal of Retailing. Winter 1991, Vol. 67 No. 4, pp. 114-139.
- DINESERV: A tool for measuring service quality in restaurantsThe Cornell Hotel and Restaurant Administration Quarterly. 1995, Vol. 36 No. 2, pp. 5-60. https://doi.org/10.1177/001088049503600226
Additional Reading - Research Methods
- Applying complexity theory to solve hospitality contrarian case conundrumsInternational Journal of Contemporary Hospitality Management. May 2015, Vol. 27 No. 4, pp. 608-647. https://doi.org/10.1108/IJCHM-11-2013-0533
- Hotel marketing strategies in turbulent times: Path analysis of strategic decisionsJournal of Business Research. Sept. 2013, Vol. 66 No. 9, pp. 1544-1549. https://doi.org/10.1016/j.jbusres.2012.09.017
Week 4
Assigned Reading
- Systematic review of hospitality CRM researchInternational Journal of Contemporary Hospitality Management. March 2018, Vol. 30 No. 3, pp. 1686-1704. https://doi.org/10.1108/IJCHM-06-2017-0333
- Managing a hotel’s image on TripAdvisorJournal of Hospitality Marketing & Management. 2010, Vol. 19 No. 7, pp. 754–772. https://doi.org/10.1080/19368623.2010.508007
Additional Reading
- The effects of distributive, procedural, and interactional justice on postcomplaint behaviorJournal of Retailing. Summer 1997, Vol. 73 No. 2, pp. 185-210. https://doi.org/ 10.1016/S0022-4359(97)90003-8
- The impact of online reviews on hotel booking intentions and perception of trustTourism Management. Dec 2011, Vol. 32 No. 6, pp. 1310–1323. https://doi:10.1016/j.tourman.2010.12.011
Week 5
Assigned Reading
- Servicescapes: The impact of physical surroundings on customers and employeesJournal of Marketing. April 1992, Vol. 56 No. 2, pp. 57-71. https://doi.org/10.1177/002224299205600205
- Hospitality servicescape effects on customer-employee interactions: A multilevel studyTourism Management. June 2019, Vol. 72, pp. 130-144. https://doi.org/10.1016/j.tourman.2018.11.013
- The social servicescape: Understanding the effects in the full-service hotel industryInternational Journal of Contemporary Hospitality Management. Feb 2018, Vol. 31 No. 2, pp. 753-770. https://doi.org/10.1108/IJCHM-11-2017-0722
Week 6
Assigned Reading
- The profitable art of service recoveryHarvard Business Review, Jul/Aug 1990, Vol. 68 No. 4, pp. 148-156.
Due to publisher limitations, this article is only available to read online, and you will need to search the database for access. Learn more here. - Employment in tourism: The jaws of the snake in the hotel industryTourism Management. Oct 2020, Vol. 80, Article e104123. https://doi.org/10.1016/j.tourman.2020.104123
- Applications and implications of service robots in hospitalityCornell Hospitality Quarterly. 2020, https://doi.org/10.1177/1938965520923961
Additional Reading
- How the employee looks and looks at you: Building customer–employee rapportJournal of Hospitality & Tourism Research. Jan 2019, Vol. 43 No. 1, pp. 20-40. https://doi.org/10.1177/1096348017731130
- Developing and validating a service robot integration willingness scaleInternational Journal of Hospitality Management. July 2019, Vol. 80, pp. 36-51. https://doi.org/10.1016/j.ijhm.2019.01.005
- The CURE scale: A multidimensional measure of service recovery strategyJournal of Services Marketing. July 2014, Vol. 28 No. 4, pp. 300-310. https://doi.org/10.1108/JSM-09-2012-0166
Week 7
- A retrospective view of electronic word-of-mouth in hospitality and tourism managementInternational Journal of Contemporary Hospitality Management. Jan 2018, Vol. 30 No. 1, pp. 313-325. https://doi.org/10.1108/IJCHM-08-2016-0461
- A model of tourism advertising effectsTourism Management. August 2021, Vol. 85, pp. 1-12. https://doi.org/10.1016/j.tourman.2020.104278