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
Understanding price premium for grocery products: a conceptual model of customer-based brand equity
TL;DR: In this paper, the authors developed a framework for understanding what drives customer-based brand equity and price premium for grocery products. But they focused on the role of uniqueness, together with the four traditionally basic dimensions of brand equity proposed: awareness, qualities, associations and loyalty.
Servqual and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services
TL;DR: In this paper, the authors have started with the concept of service quality and demonstrated the model of service QoE gaps, and their role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example.
Journal ArticleDOI
University Student Satisfaction: An Empirical Analysis
TL;DR: In this article, a hierarchical model is used to identify the dimensions of service quality as perceived by university students, to examine students' overall satisfaction with influential factors such as tuition fees (price) and university image, and to determine the impact of student's overall satisfaction on favourable future behavioural intentions.
Journal ArticleDOI
Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences
TL;DR: In this article, the importance of service quality as a tool to enhance customer engagement remains under-explored, as addressed in this study, and the results reveal a positive effect of Service Quality on customer engagement, which consequently exerts a favorable impact on brand experience and repatronage intent.
Journal ArticleDOI
The Internal Service Encounter
TL;DR: In this article, the authors presented the results of an initial study of internal service encounter satisfaction and found that internal customers are similar to external customers in that, with a few interesting differences, the same types of events and behaviours distinguish satisfactory and dissatisfactory incidents in both internal and external encounters.
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.