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
A customer‐dominant logic of service
Kristina Heinonen,Tore Strandvik,Karl-Jacob Mickelsson,Bo Edvardsson,Erik Sundström,Per Andersson +5 more
TL;DR: In this paper, the authors argue that both the goods and service-dominant logic are providerdominant and the customer's logic is examined in-depth as being the foundation of a customer•dominant (CD) marketing and business logic.
Journal ArticleDOI
The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services
Neeru Sharma,Paul G. Patterson +1 more
TL;DR: In this article, the antecedents of clients' relationship commitment in the context of a professional service, high in credence qualities (where customers have difficulty in confidently evaluating service quality, even purchase and consumption) are examined.
Journal ArticleDOI
Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores
Robert I. Sutton,Anat Rafaeli +1 more
TL;DR: In this article, the authors hypothesized a positive relationship between employees' display of pleasant emotions to customers and sales in retail stores and tested that relationship in a sample of 576 convenience stores.
Journal ArticleDOI
Capabilities for managing service innovation: towards a conceptual framework
TL;DR: In this article, the authors identify and reflect on a set of dynamic capabilities for managing service innovation and apply a dynamic capabilities view (DCV) of firms to manage service innovation.
Journal ArticleDOI
A performance evaluation model by integrating fuzzy AHP and fuzzy TOPSIS methods
TL;DR: An evaluation model based on the fuzzy analytic hierarchy process and the technique for order performance by similarity to ideal solution, fuzzy TOPSIS is developed to help the industrial practitioners for the performance evaluation in a fuzzy environment.
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.