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
Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal
TL;DR: In this article, the authors proposed a modified model of the model of customer delight and satisfaction that Oliver et al. (1997) propose and Finn (2005) modifies, with a suggested causal relationship between disconfirmation and arousal and the introduction of two new variables: the lodging unit's corporate reputation and perceived quality.
Journal ArticleDOI
Service quality in the banking sector in an emerging economy: a consumer survey
TL;DR: In this paper, the authors investigated the relationship between service quality and customer satisfaction, complaint behavior and commitment, and concluded that the ultimate success of any service quality programme implemented by a bank can only be gauged by creation and retention of satisfied customers.
Journal ArticleDOI
Service quality and the training of employees: The mediating role of organizational commitment
TL;DR: In this article, the authors examined the attitudes of employees working in Indian hotels catering to tourists and analyzed their perception of training opportunities and the impact of such training on the service provided to guests.
Journal ArticleDOI
International service variants: airline passenger expectations and perceptions of service quality
Fareena Sultan,Merlin C. Simpson +1 more
TL;DR: In this article, an empirical examination of airline passengers is conducted for airlines competing on the transatlantic corridor using a survey instrument in three languages, including English, French and German, to determine if consumer expectations and perceptions of airline service quality vary by nationality and whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally.
Journal ArticleDOI
Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success
TL;DR: This paper defines and develops the concept of B2C SSF and investigates how IT can support core products or services and the role of the extensively researched concept of service quality in relation to SSF.
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.