Victor R. Prybutok

TL;DR: In this article, a model with associated metrics was developed to examine the relationship between service quality, food quality, price/value, customer satisfaction, and behavioral intentions in fast food restaurants.

TL;DR: The results supported the use of Magal's instrument as an alternative to SERVQUAL for researchers and managers interested in service quality assessment.

TL;DR: This paper investigates the service quality perceptions of professional information system users and concludes that companies that provide client services and designers of information systems that interface with users should emphasize responsiveness and reliability; in cases of limited user resources, responsive and reliability should be emphasized over other SERVPERF performance dimensions.

TL;DR: In this paper, the authors identify a key driver of relationship closeness for service organizations based upon the co-creation concept from Service-Dominant Logic, and propose a new construct rooted in emotional attachment that bolsters the effect of trust and commitment on future intention among customers of a service-intense organization.

TL;DR: In this article, a survey was used to evaluate customer perceptions of the service quality in fast-food restaurants (FFRs) in China, and a modified SERVPERF scale was proposed to assess the potential antecedents of customer satisfaction in the fast food industry.