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
Perceived justice in service recovery and behavioral intentions: the role of relationship quality.
TL;DR: In this paper, the authors examined restaurant customers' perceptions of justice according to service recovery effort levels and whether perceived justice influences customers' future behavioral intentions, and investigated whether the effects of perceived justice on future behavioural intentions vary across customers' relationship quality levels.
Journal ArticleDOI
The impact of destination source credibility on destination satisfaction: The mediating effects of destination attachment and destination image
TL;DR: In this paper, a comprehensive theoretical model for destination branding that borrows the concepts of brand credibility, brand image, brand attachment, and satisfaction was developed and tested for a sample of 398 international tourists visiting a famous world heritage tourism destination (Angkor Wat) and a famous skyscraper (Taipei 101).
Journal ArticleDOI
Determinants of customer satisfaction with hospitals: a managerial model
TL;DR: A five-factor model that explains considerable variation in customer satisfaction with hospitals is proposed and tested and indicates that all five variables were significant in the model and explained 62 per cent of the variation in the dependent variable.
Journal ArticleDOI
The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia
TL;DR: In this article, the authors evaluated the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables and found that improvement in service quality can enhance customer loyalty.
Journal ArticleDOI
Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism
TL;DR: In this paper, the authors proposed a conceptual model of quality in event sport tourism wherein perceived quality of sport tourism (Sport Tourism Quality) is said to influence tourist satisfaction which, in turn, influences the tourist's intention to return to the place of the event and/or the event itself.
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.