Journal ArticleDOI
The significance of cognitive dissonance for the “hard and soft FM” paradigm and quality assessment practices: A whole new can of worms?
Robert Spencer,John Hinks +1 more
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TLDR
In this article, the authors report on a study based around a commercial facilities management service provider's creation of an internal benchmark of how services for an acute hospital perform in terms of service quality.Abstract:
Purpose – The purpose of this paper is to report on a study based around a commercial facilities management (FM) service provider's creation of an internal benchmark of how services for an acute hospital perform in terms of service quality.Design/methodology/approach – The paper presents findings of a hard and soft FM application of the widely‐recognised SERVQUAL performance assessment tool; including its use and usefulness in a healthcare FM context. The paper proceeds to a conceptual discussion on emergent issues. It offers a questioning framework which the authors identify requires further study and debate but raises potentially profound issues for FM. Further replication‐related and conceptual development research is underway.Findings – Principally, the paper discusses the emergence and significance of the psychological phenomenon of cognitive dissonance within the datasets for the private finance initiative hospital case study. The paper also briefly discusses the scope for using the service consumer...read more
Citations
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Measuring the performance of office buildings maintenance management in Malaysia
TL;DR: A performance measurement system that is proved to be practical and suitable to measure the effectiveness of maintenance service delivery of office buildings is proposed and anticipated to facilitate the evaluation process for maintenance providers.
Journal ArticleDOI
Cognitive dissonance: a review of causes and marketing implications
Brajesh Bolia,Sumi Jha,Manoj Jha +2 more
TL;DR: Cognitive Dissonance is a psychological discomfort that occurs when a discrepancy exists between what a person believes and the information that contradicts that belief as mentioned in this paper, and it is defined as "the feeling of regret that occurs after making a decision or making a purchase".
Journal ArticleDOI
Post-purchase cognitive dissonance – evidence from the mobile phone market
TL;DR: In this article, the authors investigated whether cognitive dissonance exists in the post-purchase phase in the mobile phone industry and found that consumers are satisfied with their mobile phones/operators, but not extremely happy.
Journal ArticleDOI
A longitudinal study of the zone of tolerance
TL;DR: In this article, the authors used a longitudinal analysis of the zone of tolerance to reconcile the growing divide between the acceptance of the theoretical model and the lack of empirical support for it.
References
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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 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.
Journal Article
Putting the Service-Profit Chain to Work
TL;DR: The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture as discussed by the authors, which can be used to evaluate the performance of service organizations.
Book
Delivering Quality Service : Balancing Customer Perceptions And Expectations
TL;DR: In this paper, the authors construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides theoretical insight into customer expectations and service delivery.