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
The servicescape as an antecedent to service quality and behavioral intentions
TL;DR: In this article, the authors examined whether the servicescape should be subsumed as a dimension within service quality or whether it is a unique construct in itself which precedes service quality evaluations and behavioral intentions.
Journal ArticleDOI
Co‐creating logistics value: a service‐dominant logic perspective
TL;DR: In this article, a cross-disciplinary literature review including supply chain management, logistics, marketing, and strategy is conducted to integrate existing knowledge on value of service and antecedents and consequences of value creation in a process framework for co-creation of value in a logistics context.
Journal ArticleDOI
An analysis of customer satisfaction in a higher education context
TL;DR: In this article, the authors investigate differences in student satisfaction across different programs of the same business college, and identify dimensions underlying overall perceived quality, and investigate the existence of differences in perceived quality among programs and factors determining those differences.
Journal ArticleDOI
Quality indicators in higher education ‐ comparing Hong Kong and China’s students
Paula Y.K. Kwan,Paul W.K. Ng +1 more
TL;DR: In this article, the authors applied the modified SERVQUAL skill to examine Hampton's findings with reference to the students in a different social and cultural context to identify the significance of different components of quality education, by using the questionnaire designed by Betz, Klingensmith and Menne.
Journal ArticleDOI
Customer behavioral intentions for online purchases: An examination of fulfillment method and customer experience level
TL;DR: In this article, the authors present an analysis of the growing market for groceries and other foodstuffs ordered via the internet or telephone for delivery to the customer's home for online ordering.
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.