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 Service Quality and Relationship Quality in is Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, and the Task-Technology-Structure Fit
TL;DR: In post-analysis theory building, a conceptual model is given that proposes that the positive causal effect of service quality on relationship quality would be positively moderated by the client orientation and promotion effectiveness of the vendor, while the positive causality of relationship quality on servicequality would be mediated by the project management effectiveness.
Journal ArticleDOI
Comparative evaluation of critical factors in delivering service quality of banks: An application of dominance analysis in modified SERVQUAL model
TL;DR: In this article, the authors examined the differences in the service quality between two types of banks, namely conventional and Islamic, in terms of common critical factors after re-examining the SERVQUAL model, originally pioneered by Parasuraman.
Journal ArticleDOI
Mediating, Interactive, and Non-linear Effects in Service Quality and Satisfaction with Services Research
Gordon Fullerton,Shirley Taylor +1 more
TL;DR: In this article, the authors examined a number of different hypotheses about the relationship between service quality and satisfaction with services and some important loyalty-related consequences of these constructs and found good support for the existence of a non-linear relationship between satisfaction and these loyalty intentions.
Journal ArticleDOI
Treatment Errors in Healthcare: A Safety Climate Approach
TL;DR: Results demonstrated that perceived suitable safety procedures and frequent and clear information flow reduced treatment errors only when managers practiced safety and through their influence on the level of priority given to safety within the unit.
Journal ArticleDOI
Mobile banking service quality and customer relationships
TL;DR: In this paper, the authors investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship between consumers and their primary financial institution.
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.