Journal ArticleDOI
Waiting for service: The relationship between delays and evaluations of service
TLDR
In this article, the authors present a model of the wait experience, which assesses the effects of delays in service evaluations on the satisfaction of the service experience, and assess the effect of delays on customer satisfaction.Abstract:
Delays in service are becoming increasingly common; yet their effects on service evaluations are relatively unknown. The author presents a model of the wait experience, which assesses the effects o...read more
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“My bad”: investigating service failure effects in self-service and full-service settings
Sören Köcher,Stefanie Paluch +1 more
TL;DR: In this paper, the authors explore potential differences in consumers' reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers' active involvement (e.g., self-services).
Journal ArticleDOI
Justice, Dissatisfaction, and Public Confidence in the E-Governance
TL;DR: In this paper, the authors investigate the relationship between perceived fairness, dissatisfaction, willingness to complain, satisfaction with complaint handling, and public confidence in the context of e-governance.
Journal ArticleDOI
Asian American health care attitudes.
TL;DR: The results of a survey of health care attitudes of a sample of respondents primarily of Asian American background may help with the development of effective market segmentation and improved health care service to the Asian American community.
Consumer Behaviour: a Literature Review Consumer Behaviour: a Literature Review Consumer Behaviour: a Literature Review Consumer Behaviour: a Literature Review
TL;DR: In this article, it is argued that consumer behavior itself emerged as a distinct field of study during the 1960s; and is characterized by two broad paradigms, the positivist and the non-positivist.
Customer Reaction to Service Delays in Malaysian Ethnic Restaurants
TL;DR: In this paper, the authors report an empirical investigation of restaurant customers' evaluations of and reactions to delays in service when choosing cook to foods in Malaysia and compare customers' evaluation of waiting time at two of the most popular types of ethnic restaurants in Malaysia (Malay and Indian Muslim restaurants).
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
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 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.
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.