Mapping the constructs of a business tourist service quality scorecard model

The researchers sought to conceptualize models related to Service Quality (SQ), Balanced Scorecard (BSC), Customer Satisfaction (CS), and Customer Retention (CR). These models are evident within the tourism industry, but are not confirmed in business tourism. The empirical testing of a Service Quali...

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Bibliographic Details
Published in:Journal of convention & event tourism 2020-01, Vol.21 (1), p.26-56
Main Authors: Swart, Magdalena Petronella (Nellie), Roodt, Gerhard
Format: Article
Language:English
Subjects:
Behavioral intention
business tourist retention
business tourist satisfaction
business tourist service quality scorecard
structural equation modeling
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Summary:The researchers sought to conceptualize models related to Service Quality (SQ), Balanced Scorecard (BSC), Customer Satisfaction (CS), and Customer Retention (CR). These models are evident within the tourism industry, but are not confirmed in business tourism. The empirical testing of a Service Quality Scorecard (SQSC) as a comprehensive SQ model, for explaining Business Tourist (BT) retention is proposed. Data was analyzed through a structural equation modeling procedure, resulting in a business tourist service quality scorecard (BT SQSC) causal model for the testing of SQ in the BT industry. Findings provide implications for business tourism practitioners to encourage business tourism performance.
ISSN:1547-0148
1547-0156
DOI:10.1080/15470148.2020.1719947