Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TLDR
The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...Abstract:
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...read more
Citations
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Journal ArticleDOI
Targets and Standards of Quality in Sport Services
TL;DR: In this paper, the authors propose a framework for analysis of quality in sport services from the perspective of targets of quality, standards of quality and evaluators of quality; the authors highlight the relevance of different standards of QoS to different targets of Quality, and the relative significance of the clients, the service providers and the managers as arbiters of quality.
Journal ArticleDOI
Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)
TL;DR: In this article, the authors examined how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context.
Journal ArticleDOI
How Does Objective Quality Affect Perceived Quality? Short-Term Effects, Long-Term Effects, and Asymmetries
Debanjan Mitra,Peter N. Golder +1 more
TL;DR: This article examined the relationship between objective and perceived quality for 241 products in 46 product categories over a period of 12 years and found that the effect of a change in objective quality is not fully reflected in customer perceptions of quality until after about six years.
Journal ArticleDOI
Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches
TL;DR: In this paper, the authors focus on the assessment of the productive efficiency of bank branches using data envelopment analysis methods enhanced by the value judgements of individual branch managers, which gives insights on issues related to the appropriateness of branch input mix.
Journal ArticleDOI
The development of an employee satisfaction model for higher education
TL;DR: In this paper, the authors used the academic literature to establish a satisfaction model for higher education employees, which is divided into six dimensions: organisation vision, respect, result feedback and motivation, management system, pay and benefits, and work environment.
References
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Journal ArticleDOI
Free Competition and the Optimal Amount of Fraud
Michael R. Darby,Edi Karni +1 more
TL;DR: In this paper, the authors explore the reasons for and determinants of the provision by a firm of false information to a consumer so as to induce purchases which would not be made if the consumer possessed full information about the qualities of his purchase.
Journal ArticleDOI
An Investigation into the Determinants of Customer Satisfaction
TL;DR: This article investigated whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction, and whether the effect of disconfirmations is adequacy or adequacy, and concluded that it is not necessary to do so.
Journal ArticleDOI
Advertising as Information
TL;DR: In this paper, the major features of the behavior of advertising can be explained by advertising's information function, and it is shown that the most important information conveyed by advertising is simply that the brand advertises.
Book
Quality Is Free: The Art of Making Quality Certain
TL;DR: In this article, the authors propose the Quality Is Free (QF) principle: do things right in the first place, and you won't have to pay to fix them or do them over.
Journal ArticleDOI
Breaking Free from Product Marketing
TL;DR: In this paper, the authors argue that service marketing, to be effective and successful, requires a mirror-opposite view of conventional "product" practices, and propose a new approach for service marketing.