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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Reacción del consumidor ante el retraso de un servicio
TL;DR: In this paper, the authors examine the relation between atribuciones, afecto, and the intencion of conducta of consumidores that experiment with a retraso of a service.
A Selective Optimal Choice Pattern For Consumer Behavioral Perspective In E- Environment
TL;DR: In this paper, the authors developed a mind-construct of consumer model in E-environment including the presentation of mind construct formation and its influence on E- environment, and communicational behavior of consumer in e-environment.
An integrated taxonomy of consumers of financial services: the role of perceived risk, effort and involvement
TL;DR: In this article, a taxonomy of consumers of financial services is proposed to classify them based on their perceptions of risk, effort and involvement with the financial products they buy and the products they trust.
作業管理與知覺管理雙重指標的主題樂園等待遊樂品質---概念性的架構與衡量構面 A Dual Indicators of Operations Management and Perceptions Management for Waiting Amusement Quality in Theme Parks---A Conceptual Framework and Measure Dimensions
TL;DR: In this article, a conceptual framework and measure dimensions for measuring waiting amusement quality in theme parks is presented, using operations management and perceptions management to reduce customers' negative reactions and to relive customers' distress.
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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.