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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Book ChapterDOI
The Service Encounter
Beverley Sparks,Karin Weber +1 more
TL;DR: In this paper, the authors discuss the factors that affect service encounter, the outcomes of a service encounter and the issue of service failure and recovery in the hospitality industry, and the best way to manage this important phenomenon.
Journal ArticleDOI
A holistic model for total quality service
TL;DR: In this paper, an instrument for measuring total quality service (TQS) with specific reference to the banking sector has been developed, which has been empirically tested for unidimensionality, reliability and construct validity using confirmatory factor analysis approach.
Journal ArticleDOI
Creating customer loyalty through service customization
TL;DR: In this article, a model of customer relationship outcomes of service customization and the efficacy of customization is developed, and two large-scale, representative, cross-sectional studies in different service industries based on the European Customer Satisfaction Index framework are conducted, and PLS path modeling is applied to test the model.
Journal ArticleDOI
Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience
TL;DR: In this paper, a sample of 218 minor league ice hockey spectators was used to investigate the influence of individual physical facility elements on customer satisfaction, and investigate the impact of the physical facility relative to other targets of quality, namely the core product and service personnel.
Journal ArticleDOI
The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Tourist Loyalty
TL;DR: In this article, a structural equations model is explored, with PLS technique, giving relevance to the interrelationships among image, quality, satisfaction, and trust and among these variables and the tourists' behavior variables.
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.