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Services research in tourism: advocating the integration of the supplier side
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Abstract Service quality and design researchers in tourism have long been directed by demand-driven paradigms and consumer-centred rationales. Ontologies and epistemologies are largely output orientated and customer centred, that is, performance of services, number of satisfied customers, loyal repeat visito... view more
Service quality and design researchers in tourism have long been directed by demand-driven paradigms and consumer-centred rationales. Ontologies and epistemologies are largely output orientated and customer centred, that is, performance of services, number of satisfied customers, loyal repeat visitors, overnight stays, financial performance and others. We argue that a need exists to reduce this imbalance. This conceptual article reviews the relevant literature before developing five fundamental premises regarding the enabler-oriented view of the tourism industry. Future research should conduct empirical studies to validate and/or modify the premises presented in this conceptual article.... view less
Keywords
tourism; service; quality; customer orientation; marketing
Classification
Economic Sectors
Free Keywords
Enablers of services in tourism; service design; service quality
Document language
English
Publication Year
2014
Page/Pages
p. 353-363
Journal
Journal of Vacation Marketing, 20 (2014) 4
DOI
https://doi.org/10.1177/1356766714533334
ISSN
1356-7667
Status
Published Version; peer reviewed
Licence
Creative Commons - Attribution