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
Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination
TL;DR: In this article, Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination is presented. The Service Industries Journal: Vol. 18, No. 3, pp. 116-134.
Journal ArticleDOI
The effects of industry knowledge on the development of trust in service relationships
TL;DR: In this article, the authors posit a contingency model of trust, suggesting that the effects of the above variables on trust are moderated by a customer's knowledge of, or familiarity with, the service industry in question.
Journal ArticleDOI
Serving multiple masters: role conflict experienced by service employees
Beth G. Chung,Benjamin Schneider +1 more
TL;DR: In this paper, the authors present and test a framework for understanding possible antecedents and consequences of role conflict in telephone service employees in an insurance company and find that role conflict emerges when there is a discrepancy between what employees think customers expect of them and what they report management rewards them for doing.
Journal ArticleDOI
Information Technology and Process Performance: An Empirical Investigation of the Interaction Between IT and Non‐IT Resources
TL;DR: Analysis of data collected from a sample of firms in the third party logistics (3PL) industry supports the proposed configurational perspective, showing that IT resources can either enhance or suppress the effects of non-IT resources on process performance.
Journal ArticleDOI
Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots
TL;DR: This paper found that visitors' intentions to use social robots stem from the effects of technology acceptance variables, service quality dimensions leading to perceived value, and two further dimensions from human robot interaction (HRI): empathy and information sharing.
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.