Abstract 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.

中文翻译：

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映射商务旅游服务质量计分卡模型的构建

摘要研究人员试图概念化与服务质量（SQ），平衡计分卡（BSC），客户满意度（CS）和客户保留（CR）相关的模型。这些模型在旅游业中很明显，但在商务旅游中并未得到证实。建议使用服务质量记分卡（SQSC）作为综合SQ模型进行实证测试，以解释商务旅客（BT）的保留率。通过结构方程建模程序对数据进行了分析，从而得出了用于测试BT行业SQ的商务游客服务质量记分卡（BT SQSC）因果模型。研究结果为商务旅游从业者提供了鼓励商务旅游表现的启示。