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 reliable and valid measurement scale for the perceived service quality of banks
Kamilia Bahia,Jacques Nantel +1 more
TL;DR: In this paper, a study performed in Canada to develop a reliable and valid scale for the measurement of the perceived service quality of bank services was described, and a sample of retail banking customers was questioned.
Journal ArticleDOI
Born Unequal: A Study of the Helpfulness of User-Generated Product Reviews
Yue Pan,Jason Q. Zhang +1 more
TL;DR: In this paper, the authors examined the effects of review characteristics, product type, and reviewer characteristics on perceived review helpfulness with data collected from a real online retailer, and provided empirical evidence to support their conceptual predictions.
Journal ArticleDOI
A Longitudinal Analysis of Satisfaction and Profitability
TL;DR: In this paper, a longitudinal analysis of satisfaction and performance for a national chain of fast-food restaurants is conducted, where a total of 342,308 consumer responses, 3,009 employee responses, and 12 months of restaurant performance measures are analyzed.
Journal ArticleDOI
TQM impact on quality conformance and customer satisfaction: A causal model
Cipriano Forza,Roberto Filippini +1 more
TL;DR: A model which examines TQM practices in relation to two dimensions of quality performance: quality conformity and customer satisfaction shows the existence of two distinct paths of direct influences which lead, respectively, to customer satisfaction and quality conformance.
Journal ArticleDOI
The Role of Price Perceptions in an Integrated Model of Behavioral Intentions
Sajeev Varki,Mark Colgate +1 more
TL;DR: In this paper, the authors build propositions of price's role vis-a-vis customer value, satisfaction, and behavioral intentions and then test these propositions using empirical data from the banking industry in the United States and New Zealand.
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.