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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The service revolution and its marketing implications: service logic vs service-dominant logic
TL;DR: In this paper, a conceptual analysis of two approaches to understand service perspectives, service logic (SL) and service-dominant logic (SDL), reveals direct and indirect marketing implications.
Journal ArticleDOI
Determinants of customer‐perceived service quality: a confirmatory factor analysis approach
TL;DR: In this article, the authors proposed a comprehensive model and an instrument framework for measuring customer perceived service quality, which has been designed with specific reference to the banking sector and has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach.
Journal ArticleDOI
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
TL;DR: In this article, the authors develop and empirically test three nested structural models that include a hierarchy of consumer attitudes toward both the interpersonal and the technological aspects of the encounter to better understand their intentions to use SSTs.
Journal ArticleDOI
Using SERVQUAL to assess customer satisfaction with public sector services
TL;DR: In this paper, the authors present the results of using an adapted SERVQUAL approach across a range of Scottish council services, and discuss the use of SERVQA results by service managers.
Journal ArticleDOI
The Design of Functional (Total Care) Products
TL;DR: In this article, the authors focus on the definition and design of functional products, in particular design of services in the context of total care products, and identify the principal components of service design.
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.