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| Author: | Frochot, I. Hughes, H. |
| Title: | HISTOQUAL: The development of a historic houses assessment scale |
| Journal: | Tourism Management
2000 : APR, VOL. 21:2, p. 157-167 |
| Index terms: | Tourism Tourist industry Service quality Management research |
| Language: | eng |
| Abstract: | The paper sustains that heritage sites need to develop instruments to measure service quality in order to provide managers with a tool allowing them to identify the strenghts and weaknesses of their service provision. The research identifies that the SERVQUAL scale can be a useful tool to measure service quality but recognises that it needs to be adapted in order to suit better new services' contexts and identifies a new scale, namely HISTOQUAL, which evaluates service quality provided in historic houses. |
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