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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Invited Commentary---Modeling Opportunities in Service Recovery and Customer-Managed Interactions
Journal ArticleDOI
Assessment of Service Quality in the Fast-Food Restaurant
Hung-Che Wu,Zurinawati Mohi +1 more
TL;DR: In this article, a multi-dimensional and hierarchical model of service quality for fast-food restaurants is proposed based on an extensive literature review, qualitative and empirical research, and data were collected from 571 students through self-administrated questionnaires.
The international journal of organizational innovation
Wei-Li Wu,Yi-Chih Lee,Hui-Shing Shu,Hung-Jung Chang,Jia-Jeng Hou,Szu-Ju Lin,Chun-Chen Huang,Kang-Ni Liu,Chien-Hsiung Lin,Ji-Shou Tseng,Kai-Ping Huang,Jane Tung,Mei-Ju Chou +12 more
TL;DR: In this paper, the role of senior entrepreneurship in active ageing is explored from two prominent arguments: (1) as populations age, the number of older business founders will increase, and (2) on the promotion of entrepreneurship in older age segments as a prospective policy option.
Journal ArticleDOI
Linking business strategy to service failures and financial performance: Empirical evidence from the U.S. domestic airline industry
TL;DR: In this paper, the authors draw on theories from strategic management, operations strategy, and economics to explain why the relationship between measures of service quality and profitability will be moderated by an airline's competitive strategy.
Journal ArticleDOI
Comparison of customer balking and reneging behavior to queueing theory predictions: An experimental study
Amit Pazgal,Sonja Radas +1 more
TL;DR: Information improved decisions for most participants by increasing the precision of waiting time estimates, and information helps participants who underestimate waiting time to correctly leave the line and those who over-estimate to stay.
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.