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
IT‐based services and service quality in consumer banking
TL;DR: In this article, the authors explored the impact of information technology (IT) on service quality in the consumer-banking sector and proposed a service quality model that links customer perceived IT-based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction.
Journal ArticleDOI
Understanding the Relationships of Quality, Value, Equity, Satisfaction, and Behavioral Intentions Among Golf Travelers
TL;DR: In this paper, the authors developed and tested an integrative model to examine the relationships between golf travelers' perceptions of quality, value, equity, and satisfaction and investigate the impacts of the service evaluation variables (i.e., quality, values, equity and satisfaction) on their behavioral intentions (e.g., revisit a destination, word-of-mouth referrals, and search for alternative destinations).
Journal ArticleDOI
What You Don'T Know About Customer-Perceived Quality: the Role of Customer Expectation Distributions
TL;DR: It is shown that some of the most common beliefs about customer-perceived quality are wrong, and a useful simplification of reality is provided that successfully predicts many aspects of the dynamics of consumer response to quality.
Journal ArticleDOI
Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank
TL;DR: A case study of a pioneering nationwide implementation of SERVQUAL by a major UK high street bank between 1993 and 1997 at an annual cost of one million pounds is presented in this paper.
Journal ArticleDOI
Defining and Measuring the Quality of Customer Service
TL;DR: The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector as discussed by the authors.
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.