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
Revisiting importance–performance analysis
TL;DR: In this article, the authors revisited several conceptual and methodological issues inherent, but often overlooked, in using the importance-performance analysis framework in hotel and tourism research. And they provided suggestions for future tourism and hospitality research applying importanceperformance analysis, which has gained popularity among hospitality and tourism researchers for its simplicity and ease of application.
Journal ArticleDOI
Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study
TL;DR: In this paper, the authors studied the relationship between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioral intentions. And they concluded that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction.
Journal ArticleDOI
Service Quality: Concepts and Models
TL;DR: In this paper, the authors identify models that managers in the service industry can employ to improve the quality of their service by examining the salient features of service quality and its determinants.
Journal ArticleDOI
The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting
Chatura Ranaweera,Jaideep Prabhu +1 more
TL;DR: In this paper, the authors examine the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting and find that the effect of trust on retention is weaker than that of satisfaction.
Journal ArticleDOI
Conceptual model of the quality perception process
TL;DR: In this article, the psychological underpinnings of perceived quality judgments are examined, and a model of the quality perception process is developed, focusing on the role of personal and situational variables in the formation of quality judgments.
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.