SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions ab...

/pdf/consumer-perceptions-of-price-quality-and-value-a-means-end-1qnld18h7w.pdf

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:

Marketing inherited a model of exchange from economics, which had a dominant logic based on the exchange of “goods,” which usually are manufactured output The dominant logic focused on tangible resources, embedded value, and transactions Over the past several decades, new perspectives have emerged that have a revised logic focused on intangible resources, the cocreation of value, and relationships The authors believe that the new perspectives are converging to form a new dominant logic for marketing, one in which service provision rather than goods is fundamental to economic exchange The authors explore this evolving logic and the corresponding shift in perspective for marketing scholars, marketing practitioners, and marketing educators

/pdf/evolving-to-a-new-dominant-logic-for-marketing-bnlxqi06a2.pdf

Evolving to a New Dominant Logic for Marketing

If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. Th...

The behavioral consequences of service quality

世界経済・社会統計 = World development indicators

The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...

A Conceptual Model of Service Quality and Its Implications for Future Research

Refinement and reassessment of the SERVQUAL scale.

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.

Leonard L. Berry

Papers

SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

A Conceptual Model of Service Quality and Its Implications for Future Research

The behavioral consequences of service quality

Refinement and reassessment of the SERVQUAL scale.

Delivering Quality Service : Balancing Customer Perceptions And Expectations