Topic
Service (business)
About: Service (business) is a research topic. Over the lifetime, 172106 publications have been published within this topic receiving 2099770 citations. The topic is also known as: business services & B2B services.
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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.
Abstract: Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.
6,179 citations
TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.
6,176 citations
TL;DR: For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm as mentioned in this paper. But this evaluation may not be accurate.
Abstract: For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors...
4,811 citations
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
Abstract: The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and re...
4,629 citations
TL;DR: A novel system for the location of people in an office environment is described, where members of staff wear badges that transmit signals providing information about their location to a centralized location service, through a network of sensors.
Abstract: A novel system for the location of people in an office environment is described. Members of staff wear badges that transmit signals providing information about their location to a centralized location service, through a network of sensors. The paper also examines alternative location techniques, system design issues and applications, particularly relating to telephone call routing. Location systems raise concerns about the privacy of an individual and these issues are also addressed.
4,315 citations