R
Robin T. Peterson
Researcher at New Mexico State University
Publications - 91
Citations - 4272
Robin T. Peterson is an academic researcher from New Mexico State University. The author has contributed to research in topics: Product (category theory) & Service quality. The author has an hindex of 23, co-authored 91 publications receiving 3990 citations.
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Customer perceived value, satisfaction, and loyalty: The role of switching costs
Zhilin Yang,Robin T. Peterson +1 more
TL;DR: In this article, the authors examined the moderating effects of switching costs on customer loyalty through both satisfaction and perceived-value measures, and concluded that companies that strive for customer loyalty should focus primarily on satisfaction or perceived value.
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Measuring customer perceived online service quality: Scale development and managerial implications
TL;DR: A reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online servicequality is set forth.
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Services quality dimensions of Internet retailing: an exploratory analysis
TL;DR: In this paper, the authors extend what is know about service quality in the realm of Internet retailing and provide various managerial implications and recommendations which may suggest avenues for improving service quality and expanding experiences by consumers.
Journal Article
Taking the pulse of Internet pharmacies.
TL;DR: This study identified 19 Internet pharmacy service quality dimensions in three categories: (1) product cost and availability, (2) customer service, and (3) the online information system.
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The identification and measurement of quality dimensions in health care: focus group interview results.
TL;DR: 11 attributes that define quality of care and patient satisfaction are identified and various gaps among the patient, physician, and administrator groups in the health care system are revealed.