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 determinants of service quality: satisfiers and dissatisfiers
TL;DR: In this article, the authors investigate whether there are some quality determinants that are predominantly satisfiers and others that are predominant dissatisfiers. But, they find that the causes of dissatisfaction are not necessarily the obverse of the cause of satis...
Journal ArticleDOI
Supply Chain Management: Relationships, Chains and Networks
TL;DR: In this paper, the authors identify and discuss various definitions of supply chain management, summarizes the associated bodies of knowledge and connects them using a systems approach, identifying the internal supply chain, the dyadic relationship, the external supply chain and the inter-business network.
Journal ArticleDOI
Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry:
TL;DR: In this paper, the authors describe how complex, highly intangible services such as life insurance consist largely of credence properties and how insurance providers engage in relationship-building activities that emphasize buyer-seller interconnection.
Journal ArticleDOI
A theory of quality management underlying the deming management method
TL;DR: The Deming management method contains a set of 14 points that serve as guidelines for appropriate organizational behavior and practice regarding quality management as discussed by the authors. But despite the apparent effect of these 14 points on both the industrial world and the practice of management theory around the world, there is little evidence of the role of the Deming Management Method in the formalization and advancement of management theories.
Journal ArticleDOI
Relationship quality as a predictor of B2B customer loyalty
TL;DR: In this article, the authors proposed relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality, which can reasonably explain the influence of overall relationship quality on customer loyalty.
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.