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
Construction Product/Service and Customer Satisfaction
TL;DR: The relationship between the criteria used by customers in choosing suppliers and the factors driving satisfaction are examined, and results of two studies of factors involved in contractor selection and satisfaction are reviewed as discussed by the authors.
Journal ArticleDOI
Assessing the cross‐cultural applicability of a service quality measure A comparative study between Quebec and Peru
TL;DR: In this paper, the authors assess the psychometric properties of a service quality measure applied internationally and investigate cross-cultural differences in perceived service quality between North American and Latin American consumers.
Journal ArticleDOI
Factors influencing repeat visits to a destination: The influence of group composition
TL;DR: In this paper, an analysis of the likelihood for repeat visits to a sun and sand destination by tourists was conducted using tourists who had visited the destination, taking into account the travelling group composition.
Journal ArticleDOI
Interactions Between Marketing and Quality at the SBU Level: Influences and Outcomes
Neil A. Morgan,Nigel F. Piercy +1 more
TL;DR: In this article, the authors explored marketing-quality interfunctional relationships as a potential source of quality strategy implementation failure at the strategic business unit (SBU) level, focusing on interdepartmental connectedness, communication and conflict between marketing and quality, and the antecedents and consequences of these dimensions of interfunctional interaction.
Journal ArticleDOI
Integrated benchmarking: a holistic examination of select techniques for benchmarking analysis
Pervaiz K. Ahmed,Mohammed Rafiq +1 more
TL;DR: A detailed breakdown of the various types of benchmarking and the need for an integrated approach is looked at, arguing the need at the process and various approaches.
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.