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
Tourists’ satisfaction, recommendation and revisiting Singapore
Tak-Kee Hui,David Wan,Alvin Ho +2 more
TL;DR: The authors assesses the satisfaction of different tourist groups using a conceptual model that combines the concepts of the Expectancy Disconfirmation Paradigm (EDP) and Service Quality framework (SQF).
Journal ArticleDOI
Service quality, customer satisfaction, and behavioral intentions in the service factory
TL;DR: In this article, the authors investigate whether the typology to which a service belongs may explain the nature of the service quality construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI).
Journal ArticleDOI
The role of employee effort in satisfaction with service transactions
Lois A. Mohr,Mary Jo Bitner +1 more
TL;DR: In this paper, the authors examine how one aspect of the service encounter, perceived employee effort, affects customer satisfaction with service transactions and find that effort has a strong positive impact on transaction satisfaction.
Journal ArticleDOI
The relationship between brand equity and firms’ performance in luxury hotels and chain restaurants ☆
Hong-bumm Kim,Woo Gon Kim +1 more
TL;DR: In this article, the authors examined the underlying dimensions of brand equity and how they affect firms' performance in the hospitality industry and found that brand loyalty, perceived quality, and brand image are important components of customer-based brand equity.
Journal ArticleDOI
Customer Channel Migration
TL;DR: In this paper, the authors developed a model of customer channel migration and applied it to a retailer that markets over the Web and through catalogs, identifying the key phenomena required to analyze customer migration, shows how these phenomena can be modeled, and develops an approach for estimating the model.
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.