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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Proceedings Article
Towards Designing Cooperative and Social Conversational Agents for Customer Service
TL;DR: This paper proposes preliminary meta-requirements and design principles for cooperative and social conversational agents, and proposes a prototype based on these design principles to increase service quality in customer service.
Journal ArticleDOI
Creating consumer durable retailer customer loyalty through order fulfillment service operations
TL;DR: In this paper, the authors examine the importance to operations managers of understanding the order fulfillment needs and expectations of their retail customers and establish the value-added role that operations management plays in developing retailer loyalty.
Journal ArticleDOI
A customized measure of service quality in the UAE
TL;DR: In this article, the authors developed a 30-item questionnaire comprising the five dimensions of SERVQUAL and two other dimensions called values and image, which was distributed to customers of UAE conventional and Islamic banks in Dubai and Sharjah.
Journal ArticleDOI
Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers
William Jen,Rungting Tu,Tim Lu +2 more
TL;DR: In this paper, a causal relationship model that considers the service quality-satisfaction-behavioral intentions paradigm, perceived value theory, and switching barrier theory was proposed to improve passengers' behavioral intention.
Journal ArticleDOI
The relationship between internal and external service quality
TL;DR: In this paper, the authors provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality, including product, organizational image, safety and choice, empathy, reliability as well as responsiveness.
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.