1、4500 单词， 26500 英文字符， 7700 汉字 出处： 2010 International (Summer) Conference on Asia Pacific Business Innovation & Technology Management Service Quality Management, Customer Satisfaction and Behavior Intentions: A study in the hotel industry Diwakar Pandey, Pushpa Raj Joshi Abstract Purpose The purpose o
2、f this paper is to examine the relationships among the constructs of service quality, customer satisfaction and behavior intentions in the hospitality industry. Research design The study reviews a proposed model of service quality and its relationship with customer satisfaction and behavior intentio
3、ns: service quality is positively related to satisfaction; service quality is positively related to behavioral intentions, customer satisfaction is positively related to behavior intentions. Similarly, customer satisfaction works as mediator between service quality and behavior intentions of the cus
4、tomers. The model is tested in an empirical study with data from a survey 243 Asian, European and American customers who were staying at luxury and medium size hotel in Nepal. Regarding with quality management, 120 employees were taken as sample under luxury and medium size hotels in Nepal consideri
5、ng different dimensions of quality management. Findings: Among four hypotheses, service quality has positively associated with behavior intentions of the customer in the hotel. Service quality has not relationship with customer satisfaction. Customer satisfaction has not direct relationship with beh
6、avior intentions of the customer but customer satisfaction has worked as mediator between customer service quality and behavior intentions of the customer in the hotel industry. Research limitations/implications: Future research should consider on age, gender, and nationality affect the service quality and satisfaction and behavior intentions of the customer in the hotel industry. Originality/value: The research provides valuable insights into quality management dimension, service quality d
