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
On Brands and Word of Mouth
TL;DR: In this article, the authors present a theoretical framework arguing that consumers spread word of mouth on brands as a result of social, emotional, and functional drivers, and identify a set of 13 brand characteristics that stimulate word-of-mouth.
Journal ArticleDOI
Measuring information systems service quality: lessons from two longitudinal case studies
TL;DR: The evidence suggests that management’s attention to service quality waned after about a year, and IS management needs to recognize that service quality is not a fad but an ongoing commitment.
Book ChapterDOI
Applying Maximum Likelihood and PLS on Different Sample Sizes: Studies on SERVQUAL Model and Employee Behavior Model
TL;DR: In this article, the authors compared two different structural equation models, namely, Covariance-based Structural Equation Modeling (CEM) and Partial Least Squares (PLS), to the same set of data.
Journal ArticleDOI
Special section: toward a theory of business process change management
TL;DR: William J. Kettinger is Director of the Center of Information Management and Technology Research at the University of South Carolina and his latest co-edited book is Business Process Change: Reengineering Concepts, Methods and Technologies.
Journal ArticleDOI
Understanding the online consumer: A typology of online relational norms and behavior
TL;DR: The authors applied clustering techniques to survey data collected online to identify four groups: Transactional Community Members, Socializers, Personal Connectors, and Lurkers, and found that investment in community-building infrastructure has a positive effect on the future loyalty intentions of highly relational patrons.
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.