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| Author: | Urdang, B. S. Howey, R. M. |
| Title: | Assessing damages for non-performance of a travel professional - a suggested use of "servqual" |
| Journal: | Tourism Management
2001 : OCT, VOL. 22:5, p. 533-538 |
| Index terms: | Travel Tourist industry Service industries Consumer satisfaction |
| Language: | eng |
| Abstract: | The SERQUAL model which has been designed to measure a consumer's satisfaction with a service is used to help identify the service components which failed. Examples are given as to how such a model could be used to determine the amount of damages that would be awarded a traveler. |
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