Journal ArticleDOI
New aspects of research into service encounters and service quality
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In this paper, the authors provide a conceptual discussion of new aspects of research into service encounters and service quality, and argue that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide...Abstract:
Purpose – The objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to describe contemporary and future abstraction in service quality research.Design/methodology/approach – The paper provides a conceptual discussion of new aspects of research into service encounters and service quality.Findings – There are still flaws in the contemporary penetration of service encounters and the contemporary abstraction of the service quality construct.Research limitations/implications – Service encounters and service quality pertain not only to human interactions, but also to the interaction between individuals and self‐service technology. The new aspects of service encounters and service quality described here are restricted to the interaction between individuals. It is argued that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide ...read more
Citations
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The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry
TL;DR: In this paper, the authors investigate the effect of service quality (SQ) dimensions on satisfaction, identifying the impact of satisfaction on word of mouth communication and repurchase intention (RI) and searching a significant relationship between WOM and RI.
Journal ArticleDOI
The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship
Laith Alrubaiee,Feras Alkaa'ida +1 more
TL;DR: Investigation of the relationship between patient perception of healthcare quality, patient satisfaction, and patient trust and the mediating effect of patient satisfaction finds that patient of private hospitals are more satisfied and feel more trust in healthcare service provider than public hospitals.
Posted Content
Service quality in the public service
TL;DR: In this article, the authors investigated how closely customer expectations of service and front-line employees' perceptions of customer expectations match and found that while there is a significant shortfall in meeting customer expectations, the FLE appears to have a good understanding of what these expectations actually are.
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Culture and service quality expectations
Karen Kueh,Boo Ho Voon +1 more
TL;DR: In this paper, the influence of individual-level cultural dimensions on Generation Y consumers' expectations of service quality was examined and four out of the five hypotheses are supported and the last one is partially confirmed in terms of directional support.
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Demystifying Intercultural Service Encounters Toward a Comprehensive Conceptual Framework
TL;DR: In this paper, the authors focus on the customer and employees from different cultures interacting with each other and present a survey of the research in this area and it focuses mostly on the customers' perspective.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Journal ArticleDOI
A Paradigm for Developing Better Measures of Marketing Constructs
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
Book
Principles of Marketing
Philip Kotler,Gary Armstrong +1 more
TL;DR: The fourth edition of the Principles of Marketing as discussed by the authors has been revised or completely changed to embrace the growth in e-commerce and recognising Europe's internationalism and the growth of globalisation, examples and cases are drawn from Europe alone, but from the US, Japan, South-East Asia and Africa.
Journal ArticleDOI
A Service Quality Model and its Marketing Implications
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.