1 - 6 of 6 articles
Customer satisfaction is an important issue for marketing managers, particularly those in services industries. However, it appears that achieving customer satisfaction is often the end goal, as evidenced by the emphasis on customer satisfaction surveys. This paper proposes that this focus is due...
This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality...
Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The service sector represents one of the fastest growing areas of exports in the global trade. The Internet and e‐commerce make it...
The authors report the results of two studies that model the antecedents of goal congruence in retail‐service settings. They draw the antecedents from extant research and propose that goal congruence is related to employees' perceptions of morale, leadership support, fairness in reward...
An increasing number of consumers are turning to the Internet to make their purchases. Yet, many e‐tailers are going out of business or retrenching. If e‐tailers hope to attract and retain satisfied online shoppers, they need to know what evaluative criteria consumers use when selecting an...
This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability of...
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