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
Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives
TL;DR: In this article, the authors examine the received wisdom of services marketing and challenge the validity and continued usefulness of its core paradigm, namely, the assertion that four specific characteristics (i.e.,
Journal ArticleDOI
Defining quality: alternatives and implications
Carol Reeves,David A. Bednar +1 more
TL;DR: The trade-offs inherent in accepting one definition of quality over another are described and the implications of using various definitions of quality in future research are discussed.
Journal ArticleDOI
Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination
TL;DR: The authors examined the relationship between four key post-purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business-to-business professional services.
Journal ArticleDOI
Customer voluntary performance: Customers as partners in service delivery
TL;DR: In this article, a model of customer voluntary performance (CVP) is developed and empirically tested with a sample of grocery customers, which refers to helpful, discretionary customer behaviors that support the ability of the firm to deliver service quality.
Journal ArticleDOI
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
TL;DR: The results suggest that users' continuance intention is determined by satisfaction, which in turn is jointly determined by perceived usefulness, information quality, confirmation, service quality, system quality, perceived ease of use and cognitive absorption.
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.