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
More filters
Journal ArticleDOI
Linking perceived service quality and service loyalty: a multi‐dimensional perspective
TL;DR: In this paper, a large sample of customers from four different service industries was used to identify four dimensions of service loyalty: purchase intentions, word-of-mouth communication, price sensitivity, and complaining behaviour.
Journal ArticleDOI
The service concept: the missing link in service design research?
TL;DR: The service concept is defined and how it can be used to enhance a variety of service design processes is described, including service design planning and service recovery design processes.
Journal ArticleDOI
A Framework for Conceptual Contributions in Marketing
TL;DR: In this paper, a framework for thinking about conceptualization in marketing is presented, followed by a typology of types of conceptual contributions, their similarities and differences, and their importance to the field.
Journal ArticleDOI
Two Approaches to Service Quality Dimensions
TL;DR: Two approaches to the analysis of service quality and its dimensions are determined; physical quality, interactive quality and corporate quality and two approaches to utilize two dimensions; process quality and output quality.
Journal ArticleDOI
Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty
TL;DR: In this article, the authors established a theoretical basis for evaluating a strategic increase in customers' perceptions of service/product quality, specifically in terms of an increase in relationship quality and customer loyalty in a B2B environment.
References
More filters
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.