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
Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector
TL;DR: In this article, the authors examined service quality across small, medium and large hotels in Scotland to establish management and customers' current perceptions of service quality performance and found that service is being lost by the focus of the Scottish QA scheme on tangibles.
Journal ArticleDOI
What determines success of an e-government service? Validation of an integrative model of e-filing continuance usage
TL;DR: Extension and validation of the ECM and IS Success model suggest that citizens' continuance usage intention of e-filing is influenced by system quality, user satisfaction and habit.
Journal ArticleDOI
Total Quality Management in Services
John A. Dotchin,John S. Oakland +1 more
TL;DR: In this paper, the authors show that consumers' perceptions of service quality are based on the difference between their actual experience of the service and what they expected, and that it is necessary to be able to define and measure quality in that context.
Journal ArticleDOI
Application of the extended VBN theory to understand consumers’ decisions about green hotels
TL;DR: In this paper, a web-based survey was used to collect data from a convenience sample of faculty members working at an institution of higher education in the Midwestern United States who have been lodging consumers.
Relative importance of service quality dimensions: a multisectoral study
TL;DR: In this article, the authors explore relative importance of service quality dimensions across a'select' service context and suggest that all the service quality dimension are equally important as no proper order of their importance could be established, the service performance in relation to the 'expectations' is poor in respect of nearly all the dimensions and in all the select services, and the nature of service does not seem to have a role in establishing an order of importance of the dimensions.
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.