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The concept of quality is receiving a large amount of attention from the lodging industry. However, the development of procedures and scales for accurately assessing the level of quality perceived by customers is still in its infancy. The purpose of this research was to provide researchers with a process whereby a reliable and valid instrument can be generated that will measure customers' perceptions of delivered quality within the lodging industry. The procedures proposed are based on those suggested by Churchill. Convenience data were used to illustrate the process of scale development.
Getty et al. (Tue,) studied this question.