Access the full text.
Sign up today, get DeepDyve free for 14 days.
M. Kutner (1975)
Applied Linear Statistical Models
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
V. Zeithaml, L. Berry, A. Parasuraman (1993)
The nature and determinants of customer expectations of serviceJournal of the Academy of Marketing Science, 21
Jagdip Singh (1991)
Understanding the structure of consumers’ satisfaction evaluations of service deliveryJournal of the Academy of Marketing Science, 19
Stephen Brown, Teresa Swartz (1989)
A Gap Analysis of Professional Service QualityJournal of Marketing, 53
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
R. Oliver (1981)
Measurement and evaluation of satisfaction processes in retail settings.Journal of Retailing
A. Parasuraman, L. Berry, V. Zeithaml (1988)
A MULTIPLE-ITEM SCALE FOR MEASURING CUSTOMER PERCEPTIONS OF SERVICE QUALITY, 64
R. Peterson, W. Wilson (1992)
Measuring customer satisfaction: Fact and artifactJournal of the Academy of Marketing Science, 20
J. Mattsson (1994)
Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary ReviewService Industries Journal, 14
P. Danaher, J. Mattsson (1994)
Customer Satisfaction during the Service Delivery ProcessEuropean Journal of Marketing, 28
J. Mattsson (1992)
A Service Quality Model Based on an Ideal Value StandardInternational Journal of Service Industry Management, 3
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
M. Bitner (1990)
Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing, 54
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
Prior studies of how service quality evolves during the service delivery process either have used aggregate case data or have not obtained objective measurements of the actual dimensions of the service encounter on an individual basis. Reports on a study of a service delivery process in a hotel. Its conference day guests rated the delivery process based on four distinct service encounters: arrival, coffee break, lunch and conference room. The aim was to investigate how quality factors were related to their respective encounters and how cumulative satisfaction levels impact on each other and over time. Average satisfaction levels for each of the four encounters were found to be significantly different. Moreover, there was a clear trend in the cumulative satisfaction results. Arrival resulted in high satisfaction, the coffee break was not as satisfying and lunch rated the worst. Satisfaction rose again after the conference room experience. A factor analysis of all the questions, for a hypothesized four‐factor solution, explained 72 per cent of the variation. All four encounters loaded highly and collectively on four distinct factors. Finally, a logistic regression model was used to rank the importance of the quality factors on their respective encounters. This information can be used to assist with the quality improvement of each encounter.
International Journal of Service Industry Management – Emerald Publishing
Published: Oct 1, 1994
Keywords: Conferences; Customer satisfaction; Delivery performance; Hotels; Service quality
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.