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
Gap analysis of green hotel marketing
TL;DR: In this paper, the authors investigate the gap between hotel manager and customer perceptions of the relative importance of green marketing-related activities, and find that women are more concerned with green hotel products and a green image; hotel managers aged over 59 were found to have reservations about certain green marketing strategies probably because of service quality issues.
Journal ArticleDOI
Service quality in a higher education context : an integrated model
Parves Sultan,Ho Yin Wong +1 more
TL;DR: In this article, an integrated model incorporating the antecedents and consequences of service quality in a higher education context was developed and empirically tested using structural equation modelling technique on a sample of 528 university students.
Journal ArticleDOI
Modulization of service production and a thesis of convergence between service and manufacturing organizations
TL;DR: In this paper, a model of modulization is proposed and two Danish multiple case studies are discussed on the basis of two Danish case studies, where it is assumed that the tendencies can be categorized as a development towards modulisation.
Journal ArticleDOI
Relating patient satisfaction to waiting time perceptions and expectations: the disconfirmation paradigm
TL;DR: The current study supports the validity of the disconfirmation paradigm in relating patient satisfaction to waiting time perceptions and expectations and emphasizes that achieving satisfaction in a service encounter necessitates that perceived performance meet or exceed patient expectations.
Journal ArticleDOI
An analysis of role adoptions and scripts during customer‐to‐customer encounters
Cathy Parker,Philippa Ward +1 more
TL;DR: In this paper, the authors focus on customer-to-customer interaction between strangers and establish a number of roles that customers may play while participating in this type of interaction, and measure the frequency of interaction and the propensity of 467 garden centre customers to adopt the roles identified by the literature (namely helpseeker and help providers).
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.