Journal ArticleDOI
The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes
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In this paper, the authors examined the impact of attributions regarding service failure and recovery on the relationship between satisfaction and service quality by studying a service failure in the hospital IT system.Abstract:
This research examines the impact of attributions regarding service failure and recovery on the relationship between satisfaction and service quality by studying a service failure in the hospitalit...read more
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Out of the Crisis
TL;DR: Deming's theory of management based on the 14 Points for Management is described in Out of the Crisis, originally published in 1982 as mentioned in this paper, where he explains the principles of management transformation and how to apply them.
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Human MotivationThe Mind in Action: A Study of Motives and Values. A. Campbell Garnett
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The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels.
TL;DR: In this paper, the authors assess the relative influences of distributive (DJ), procedural (PJ), and interactional (IJ) justices on customer satisfaction with service recovery and examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-ofmouth (WOM), and revisit intention.
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Book
A Theory of Cognitive Dissonance
TL;DR: Cognitive dissonance theory links actions and attitudes as discussed by the authors, which holds that dissonance is experienced whenever one cognition that a person holds follows from the opposite of at least one other cognition that the person holds.
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
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: 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...
Journal ArticleDOI
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
TL;DR: In this paper, a model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation, in turn, is believed to influence attitude change and purchase i...
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.