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
Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants
Hon G Qin,Victor R. Prybutok +1 more
TL;DR: In this article, the authors explored the potential dimensions of service quality and examined the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast-food restaurants.
Journal ArticleDOI
The Quality Double Whammy
TL;DR: In this paper, the authors focus on how consumers perceive the quality level of a complex stimulus in their case, a service encounter and how this perception affects consumers' overall assessment of the quality of the firm.
Journal ArticleDOI
The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise
TL;DR: In this article, the influence of perceived product quality, relative price and risk, respectively, on perceived product value and consumers' willingness to buy private label household cleaning products was examined, and the results indicated that establishing a value perception is critical in the buying process.
Journal ArticleDOI
The Effects of Perceived Brand Globalness and Perceived Brand Localness in China: Empirical Evidence on Western, Asian, and Domestic Retailers
TL;DR: This paper found that consumers' perceived brand globalness and perceived brand localness enhance retail patronage only by affecting consumers' functional and psychological values, and that these value creation routes to success change according to retailers' origins.
Journal ArticleDOI
The influence of social media in creating expectations. An empirical study for a tourist destination
Yeamduan Narangajavana,Luis J. Callarisa Fiol,Miguel Ángel Moliner Tena,Rosa María Rodríguez Artola,Javier Sánchez García +4 more
TL;DR: In this paper, the authors investigated the causes underlying the use of user-generated contents (UGC) to receive tourist information and its effect on tourists' expectations and found that when users receive UGC related to tourist destinations, they will create expectations about the destination by placing their trust in the contents received.
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.