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
More filters
Journal ArticleDOI
The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison
TL;DR: In this article, the authors assess the four main methods of measuring customer service quality in the tourism industry and find that although there was variety in the rankings of the 13 different elements, there was no statistical difference between the four methodologies.
Journal ArticleDOI
HISTOQUAL: The development of a historic houses assessment scale
TL;DR: In this article, a new scale, HISTOQUAL, is proposed to evaluate service quality provided in historic houses, based on the SERVQUAL scale, which can be adapted to suit better new services' contexts.
Journal ArticleDOI
Ordinal Methodology in the Analysis of Likert Scales
TL;DR: In this paper, the authors discuss the interpretation of scales for attitude measuring and give a survey of data analysis techniques under the proper ordinal understanding of Likert scales, which are used in survey studies for attitude measurement.
Journal ArticleDOI
Reconceptualizing customer perceived value: the value of time and place
TL;DR: A conceptual model of customer perceived value is proposed and empirically investigated in this article, where the authors argue that time and location are explicit value dimensions and contrast them to traditional value dimensions.
Journal ArticleDOI
The influence of service quality on satisfaction and intention: A gender segmentation strategy
TL;DR: In this paper, the authors examined the influence of consumers' service quality perceptions on satisfaction, revisit intention and the role of gender in the context of high profile golf club business and found that women tended to pay more attention to physical representations, cleanliness and appearance of service encounters.
References
More filters
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.