Research: A factor analysis of internal service constructs in the lodging industry: The employee factors

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Abstract

Parasuraman, Zeithaml and Berry's Extended Model of Service Quality has received a great deal of attention in various disciplines. Nearly all the work on this model has addressed either the dimensionality of the consumer service perceptions or the way in which the model measures quality. Only one work has been identified that addressed the internal components of their model. It is critical that organizations understand the internal factors that affect the delivery of a high quality service experience. This research subjects the internal constructs identified by Parasuraman, Zeithaml and Berry to a factor analysis study in the lodging industry. This research found that the employee factors did not function as proposed. New factors are identified based on exploratory factor analysis anda comparison of the two models is presented.

Original languageEnglish (US)
Pages (from-to)193-210
Number of pages18
JournalJournal of Hospitality & Tourism Research
Volume21
Issue number1
DOIs
StatePublished - Feb 1997

All Science Journal Classification (ASJC) codes

  • Education
  • Tourism, Leisure and Hospitality Management

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