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
Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement
Wen Tai Lai,Ching Fu Chen +1 more
TL;DR: In this paper, the importance of the involvement of public transit services in passenger behavioral intentions was highlighted and the structural equation modeling technique was applied to analyze the conceptualized relationship model. And the findings reveal that all causal relationships are statistically significant.
Journal ArticleDOI
A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model
TL;DR: In this article, the authors developed and empirically validated a multidimensional hierarchical scale for measuring health service quality and investigated the scale's ability to predict important service outcomes, namely, service satisfaction and behavioral intentions.
Journal ArticleDOI
Company Advertising with a Social Dimension: The Role of Noneconomic Criteria:
TL;DR: In this paper, the authors examined company advertising campaigns with social dimensions and compared them to matched standard, or nonsocial, campaigns, and investigated the managers' objectives for the cam...
Journal ArticleDOI
Service quality dimensions: an examination of Grönroos’s service quality model
Gi‐Du Kang,Jeffrey James +1 more
TL;DR: In this paper, the authors empirically examined the European perspective (i.e., Gronroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception.
Journal ArticleDOI
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country
TL;DR: Patients'voice must begin to play a greater role in the design of health care service delivery processes in the developing countries and their links to patient satisfaction in the context of Bangladesh are examined.
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.