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
Measuring Service Quality in Restaurants: an Application of the Servqual Instrument:
David C. Bojanic,L. Drew Rosen +1 more
TL;DR: In this article, the authors used SERVQUAL-traditionally an instrument for measuring service quality-to assess customer perceptions of service quality in restaurants and found that it is an effective tool in assessing customer perceptions.
Journal ArticleDOI
Organizational citizenship behavior and service quality
TL;DR: In this article, the authors investigated organizational citizenship behavior, with its framework of organizational rights and responsibilities, to explore the issues of service employee perceptions of how they are treated by the service organization, i.e. what organizational rights they receive, are positively associated with organizational citizenship behaviors.
Journal ArticleDOI
A journey toward total quality management through ISO 9000 certification ‐ a study on small‐ and medium‐sized enterprises in Singapore
Hesan A. Quazi,Samuel R. Padibjo +1 more
TL;DR: In this paper, the authors report the results of a pilot study conducted among a sample of local SMEs in Singapore and the results are compared to an earlier work done in Singapore.
Journal ArticleDOI
The Development and Emergence of Services Marketing Thought
TL;DR: In this article, a data-based analysis of more than 1,000 English-language, general services marketing publications, spanning four decades, is presented, using an evolutionary metaphor as the framework.
Journal ArticleDOI
High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services
TL;DR: Contrary to conventional wisdom, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms.
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.