Results from multiple linear regressions showed strong evidences of a robust linkage between service quality and customers' behavioural consequences. The corporate image and the pricing of the bank were found to be the significant predictors of customers' favourable and unfavourable behaviours. The ...
The behavioral consequences of service quality in defensive marketing applied to a theme restaurant setting. This study aims to investigate the hypothesis that service quality would lead to higher profits. Subsequently, the SERVQUAL Battery by Zeithaml, Parasuraman and Berry (1990) and the Behavioral ...
employee satisfaction refers to employees' expectations of the workplace and attitude towards work and psychologically determines their work behavior ability and risk perception. Thus, job
Second, perceived value, price fairness and service quality-reliability, assurance and empathy explain customer satisfaction. Third, all the dimension of service quality has an influence on the perception of value with the hotel experiences. This study concludes with the discussion and possible future ...
Service Quality: The Key Role of Service Climate and Service Behavior of Boundary Employee Units This study simultaneously tests the influence of two resources that boundary employee units can use to improve service quality. The first is the boundary e... E Gracia,E Cifre,R Grau - 《Group &...
Attitudes express beliefs and evaluations of positive or negative thoughts (i.e., knowledge) and feelings (i.e., awareness and moral norms) about the possible consequences of performing the behavior. In this study, attitudes are elicited by the knowledge and awareness of the expected outcomes of...
Service quality in a higher education context: an integrated model Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality i... VA Quintal,P Sultan,Yin Wong, Ho - 《Asia Pacific Journal of Marketin...
In the first few months of 2020, the sudden market-wide financial crisis was triggered in response to the emerging global health crisis (i.e., COVID-19), the consequences of which were more severe than those of the Great Depression in 1929–1933 and the global financial crisis in 2007/20...
financial stability. Mark Carney, the former governor of the Bank of England, has played a global role raising awareness about this problem. The pandemic and its aftermath have meant that central banks have had to switch emphasis to supporting economic activity and the inflationary consequences of ...
This work examines the connections between service quality (SQ), service value (SV), customer satisfaction (CS), and customer loyalty (CL) within the healthcare industry. In addition, we seek to provide empirical evidence regarding the impact of differen