An exploratory study of the effects of experience on consumer perceptions of the service quality construct

An exploratory study of the effects of experience on consumer perceptions of the service quality... The SERVQUAL methodology has been challenged on a number of grounds, including the failure of many researchers to replicate the original SERVQUAL factor structure, and the unrealistic notion that consumers can form expectations about a service when they have little prior knowledge about the product. This paper explores the role of experience on the dimensions of service quality. An exploratory survey is reported in which a sample of visitors to a theme park was divided into two groups according to their level of experience of theme parks. A factor analysis of the data indicated a more complex factor structure for the group with prior experience of theme parks. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

An exploratory study of the effects of experience on consumer perceptions of the service quality construct

Loading next page...
 
/lp/emerald-publishing/an-exploratory-study-of-the-effects-of-experience-on-consumer-t0cjfKzm0N
Publisher site
See Article on Publisher Site

Abstract

The SERVQUAL methodology has been challenged on a number of grounds, including the failure of many researchers to replicate the original SERVQUAL factor structure, and the unrealistic notion that consumers can form expectations about a service when they have little prior knowledge about the product. This paper explores the role of experience on the dimensions of service quality. An exploratory survey is reported in which a sample of visitors to a theme park was divided into two groups according to their level of experience of theme parks. A factor analysis of the data indicated a more complex factor structure for the group with prior experience of theme parks.

Journal

Managing Service QualityEmerald Publishing

Published: Jun 1, 2003

Keywords: Service quality; Perception; Consumers; Experience

References

  • Lateral Thinking
    De Bono, E.
  • Psychology in Business
    McKenna, E.F.
  • Consumer Behavior
    Solomon, M.R.
  • International airline variants: airline passenger expectations and perceptions of service quality
    Sultan, F.; Simpson, M.C.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off