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
The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology
TL;DR: It is argued that the willingness of a business to adopt e-Government depends on the perceived quality of government services through traditional brick and mortar service channels (offline service channels), and the level of trust businesses place in the internet technology itself.
Journal ArticleDOI
Towards the measurement of internal service quality
Javier Reynoso,Brian Moores +1 more
TL;DR: In the service sector literature, both marketers and organizational behaviourists emphasize the importance of the internal dynamics of the organization in terms of a network of customers and suppliers interacting together to satisfy customers.
Journal ArticleDOI
The roles of xinyong and guanxi in Chinese relationship marketing
TL;DR: In this paper, the authors investigated the relationship marketing in a sino-western relationship marketing context and found that suppliers must be competent in product knowledge, market development, and adaptation to buyers' requirements to resolve conflicts in order to establish their xinyong with the buyers.
Journal ArticleDOI
Strategies to offset performance failures: The role of brand equity
TL;DR: In this article, the role of brand equity as a strategy to offset the negative effects of a performance failure was examined, and it was found that high brand equity leads to more favorable satisfaction evaluations and behavioral intentions than low brand equity.
Journal ArticleDOI
TQM and market orientation's impact on SMEs' performance
TL;DR: Data analysis reveals that, while MO has a strong and positive impact on the extent of TQM implementation, it has no significant impact on organizational performance.
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.