Prior studies have measured service quality using the GAP-5 model with SERVQUAL; however this study offers a new perspective by using the SERVPERF with an SEM-Artificial-Neural-Networks predictive analytic approach. This is different from...
This research adopts the five gaps model between service quality performance and customer expectations. Based on the expectations-disconfirmation theory, we analysed the DINESERV framework to compare revisiting customers with first-time customers. Our results show no significant difference in the service ...
4C Model of Marketing Mix by Robert Lauterborn June 6, 2024 ALSO INTERESTING Total Quality Management (TQM): Meaning and Explanation September 17, 2024 Drum Buffer Rope Theory: the Concept explained Business Process Reengineering (BPR) September 16, 2024 ...
Purpose – The purpose of this paper is to validate an empirically derived measure for assessing perceived service quality in the business-to-business (b2b... S Gounaris - 《Journal of Services Marketing》 被引量: 279发表: 2005年 Warranty Policy and Extended Service Contracts: Theory and an ...
Model of Service Quality: Its Implication for future research, Journal of Marketing, . [1]聽Frost flowers have been proposed to be the major source of sea-salt aerosol to the atmosphere during polar winter and a source of reactive bromine dur... A Parasuraman,A Zeithaml,L Berry 被引量: ...
For the product quality, Garvin provided eight dimensions of quality.The Servqual model (also called the gap model) was developed by American authors A. Parasuraman, Valarie A. Zeithaml and Len Berry. In general, the SERVQUAL model identifies the princip
Purpose – The purpose of this paper is to develop and test a conceptual model of the relationships among the constructs of "service quality", "emotional s... Ladhari,Riadh - 《Journal of Service Theory & Practice》 被引量: 232发表: 2012年 Customer Service Experiences: Developing and Applyin...
Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping 2021, Cogent Business and Management Moral norm is the key: An extension of the theory of planned behaviour (TPB) on Chine...
In summary, systems theory is the main concept with which service quality and organisational performance sustainability is considered in this paper. This paper provides a meaningful understanding of the effects of soft factors on associations in terms of the links between service quality and organisation...
Quality service will help you to increase customer lifetime value. A great customer experience means a higher chance of recommendations Consumers who have a good customer service experience are more likely to recommend your brand to other people. Our own XM Institute found that consumers who rate ...