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
Measuring quality in restaurant operations: an application of the SERVQUAL instrument.
Yun Lok Lee,Nerilee Hing +1 more
TL;DR: In this paper, the authors assess the usefulness and application of the SERVQUAL instrument in measuring and comparing service quality within the fine dining sector of the restaurant industry and demonstrate how easily and inexpensively the instrument can be used to identify the strengths and weaknesses of individual restaurants' service dimensions.
Journal ArticleDOI
Development of a measure to assess quality management in certified firms
TL;DR: The study identifies measures for change towards a quality culture, which can be empirically tested from the answers provided by those responsible for quality in 106 certified firms and provides empirical support so that managers know what to do in order to advance towards total quality management.
Journal ArticleDOI
Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches
Juan de Oña,Rocío de Oña +1 more
TL;DR: This paper seeks to summarize the evolution of research and current thinking as it relates to the different methodological approaches for SQ evaluation in the PT sector over the years and to provide a discussion of future directions.
Journal ArticleDOI
The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry
TL;DR: In this paper, the authors examined the impact of "expectations" on service quality perceptions in the Hong Kong hotel industry which involved cross-cultural samples and found that significant expectations differences exist between cultural groups and that expectation did not improve the validity of SERVQUAL.
Journal ArticleDOI
An educational institution's quest for service quality: customers’ perspective
TL;DR: In this paper, a series of focus groups involving incoming freshmen at a small liberal arts university located in the south eastern part of the USA were conducted to obtain insight into the factors that led this particular group of freshmen to the school and, second, to determine what areas were not living up to their expectations.
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.