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
Citations
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Dissertation
A study of the experiential service design process at a luxury hotel
TL;DR: In this article, the authors explore the process of designing experiential services at a luxury hotel by means of a methodology that used the principles of jazz improvisation, and the role of heterogeneous minimal structures that are fluid and optimize uncertainty is central to this investigation.
Proceedings ArticleDOI
Behavioural queuing with interacting customers and service providers: A simulation based approach
TL;DR: The results show that the more conservative the service providers are, the larger the market share they achieve and the lower probability that their facility closes down.
Journal ArticleDOI
Fixing another firm’s mistake: how should recovering firms react?
TL;DR: In this article, the authors examined how the extent of a service failure plays a role in how external firms should shape their recovery efforts, and how customers' evaluations of the recovering firm and their feelings of unhappiness are affected.
Journal ArticleDOI
Wessen Fehler? Aussagen der Attributionstheorie zur Relevanz von Schuld in Anbieter-Nachfrager-Beziehungen
Heribert Gierl,Yajing Zhu +1 more
TL;DR: In this article, aussagen von Attributions-and von Gerechtigkeitstheorien auf Fehler in Anbieter-Kunden-Beziehungen are discussed.
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.