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
Customer Loyalty in E-Commerce
TL;DR: It is hypothesized that customer loyalty to a specific online vendor increased with perceived better service quality both directly and through increased trust, and the data suggest that the five dimensions of service quality in SERVQUAL collapse to three with online service quality.
Journal ArticleDOI
Understanding attitudes towards public transport and private car: A qualitative study
TL;DR: In this article, the authors present the results of a qualitative study of public transport users and car users in order to obtain a deeper understanding of travellers' attitudes towards transport and to explore perceptions of public transportation service quality.
Journal ArticleDOI
The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.
TL;DR: In this article, the authors proposed an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.
Journal ArticleDOI
The effect of service quality and partnership on the outsourcing of information systems functions
TL;DR: Overall IS outsourcing and its five component functions--namely, applications development, systems operations, telecommunications, end-user support, and systems planning and management--are examined for their relationships with outsourcing success.
Journal ArticleDOI
Tracking the evolution of the services marketing literature
TL;DR: In this article, the authors offer their personal interpretations as participant-observvers together with a data-based analysis of the evolution of the services marketing literature and discuss how the literature has evolved from the early services-marketing-is-different debate to the maturation of specific topics (e.g., service quality, service 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.