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1
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6344245647
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Analyzing Quality in the Service Delivery Process
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paper presented the Wharton School, 23-24 October
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Armstrong, P. K., 'Analyzing Quality in the Service Delivery Process', paper presented at the Service Productivity and Quality Challenge Conference, the Wharton School, 23-24 October 1992.
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(1992)
Service Productivity and Quality Challenge Conference
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Armstrong, P.K.1
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2
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6344234780
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Power Magic, Extraordinary Experience and Extended Service Encounter
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June
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Arnold, E.J. and T. Price, 'Power Magic, Extraordinary Experience and Extended Service Encounter', Journal of Consumer Research, Vol.20 (June 1993), pp.29-45.
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(1993)
Journal of Consumer Research
, vol.20
, pp. 29-45
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Arnold, E.J.1
Price, T.2
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3
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0001965293
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The Service Encounter: Diagnosing Favourable and Unfavourable Incidents
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January
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Bitner, M. J., B. Booms and M.S. Tetreault, 'The Service Encounter: Diagnosing Favourable and Unfavourable Incidents', Journal of Marketing, Vol.54 (January 1990), pp.71-84.
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(1990)
Journal of Marketing
, vol.54
, pp. 71-84
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Bitner, M.J.1
Booms, B.2
Tetreault, M.S.3
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4
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0002866667
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Evaluating Service Encounters: The effects of physical surroundings and employee responses
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April
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Bitner, M. J., 'Evaluating Service Encounters: The effects of physical surroundings and employee responses', Journal of Marketing, Vol.54 (April 1990), pp.69-82.
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(1990)
Journal of Marketing
, vol.54
, pp. 69-82
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Bitner, M.J.1
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5
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0042916415
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A Dynamic Process Model of Service Quality: From expectations to intentions
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February
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Boulding, W., A. Kalra, R. Staelin and V.A. Zeithaml, 'A Dynamic Process Model of Service Quality: From expectations to intentions', Journal of Marketing Research, Vol.30 (February 1993), pp.7-27.
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(1993)
Journal of Marketing Research
, vol.30
, pp. 7-27
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Boulding, W.1
Kalra, A.2
Staelin, R.3
Zeithaml, V.A.4
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6
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0001051533
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A Gap Analysis of Professional 'Service Quality'
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April
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Brown, S.W. and T.A. Swartz, 'A Gap Analysis of Professional 'Service Quality', Journal of Marketing, Vol.53 (April 1989), pp.92-8.
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(1989)
Journal of Marketing
, vol.53
, pp. 92-98
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Brown, S.W.1
Swartz, T.A.2
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7
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84947654446
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On Consumer Managerial judgements of Product Quality and Satisfaction: The Marketing Lens Model
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Paper presented 14-17 June Karlstad, Sweden
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Claycomb, V.A. and J.C. Mowen., 'On Consumer Managerial judgements of Product Quality and Satisfaction: The Marketing Lens Model', Paper presented at the QUIS 3 Conference, 14-17 June 1992, Karlstad, Sweden.
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(1992)
QUIS 3 Conference
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Claycomb, V.A.1
Mowen, J.C.2
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8
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0002381637
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Measuring Service Quality: A reexamination and extension
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Cronin, J. J. And S.A. Taylor, 'Measuring Service Quality: A reexamination and extension', Journal of Marketing (1992), Vol.56 (July), pp.55-68.
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(1992)
Journal of Marketing
, vol.56
, Issue.JULY
, pp. 55-68
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Cronin, J.J.1
Taylor, S.A.2
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9
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0009076088
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Spring Break Student Travel-An Exploratory
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Hobson, P.J.S and B. Joshiam, 'Spring Break Student Travel-An Exploratory', Journal of Travel and Tourism Marketing, Vol.1, No.3 (1992), pp.87-97.
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(1992)
Journal of Travel and Tourism Marketing
, vol.1
, Issue.3
, pp. 87-97
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Hobson, P.J.S.1
Joshiam, B.2
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10
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1842801556
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The Relation between Service Quality, Satisfaction and Intentions
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Swedish School of Economics and Business Administration
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Liljander, V. and T. Strandvik, 'The Relation between Service Quality, Satisfaction and Intentions', working paper 243(1992), Swedish School of Economics and Business Administration.
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(1992)
Working Paper
, vol.243
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Liljander, V.1
Strandvik, T.2
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12
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0002031768
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A Service Quality Model Based on an Ideal Value Standard
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Mattsson J., 'A Service Quality Model Based on an Ideal Value Standard', International Journal of Service Industry Management (1992), Vol.4, No.3, pp.18-33.
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(1992)
International Journal of Service Industry Management
, vol.4
, Issue.3
, pp. 18-33
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Mattsson, J.1
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13
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0002635252
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Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-Disciplinary Review
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Mattsson, J., 'Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-Disciplinary Review', Service Industries Journal (1994), Vol.14, No. 1.
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(1994)
Service Industries Journal
, vol.14
, Issue.1
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Mattsson, J.1
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14
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0002757343
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Measurement and Evaluation of Satisfaction Processes in Retail Settings
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Fall
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Oliver, R., 'Measurement and Evaluation of Satisfaction Processes in Retail Settings', Journal of Retailing, 57 (Fall 1981), pp.25-48.
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(1981)
Journal of Retailing
, vol.57
, pp. 25-48
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Oliver, R.1
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15
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0002583781
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Service Quality and Customer Loyalty in the Commercial Airline Industry
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Fall
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Ostrowski P. L., T. O'Brien and G. Gordon, 'Service Quality and Customer Loyalty in the Commercial Airline Industry', Journal of Travel Research, 1993 (Fall), pp.16-24.
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(1993)
Journal of Travel Research
, pp. 16-24
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Ostrowski, P.L.1
O'Brien, T.2
Gordon, G.3
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16
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0002408510
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A Conceptual Model of Service Quality and its Implications for Future Research
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Fall
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Parasuraman, A., V. Zeithaml and L. Berry, 'A Conceptual Model of Service Quality and its Implications for Future Research', Journal of Marketing (Fall 1985), 49, pp.41-50.
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(1985)
Journal of Marketing
, vol.49
, pp. 41-50
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Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
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17
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0001312089
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SERVQUAL: A multiple item scale for measuring customer perceptions of service quality
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Spring
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Parasuraman, A., V. Zeithaml and L. Berry, 'SERVQUAL: A multiple item scale for measuring customer perceptions of service quality', Journal of Retailing, 64 (Spring 1988), pp.12-40.
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(1988)
Journal of Retailing
, vol.64
, pp. 12-40
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Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
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18
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0001261094
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Refinement and Reassessement of the SERVQUAL Scale
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Parasuraman, A., L. Berry and V.A. Zeithaml, 'Refinement and Reassessement of the SERVQUAL Scale', Journal of Retailing, 67, 4 (1991), pp.420-50.
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(1991)
Journal of Retailing
, vol.67
, Issue.4
, pp. 420-450
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Parasuraman, A.1
Berry, L.2
Zeithaml, V.A.3
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19
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34247824687
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Understanding the Structure of Consumers Satisfaction Evaluations of Service Delivery
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Singh, J., 'Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery', Journal of the Academy of Marketing Science, 20, 1, pp.223-44.
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Journal of the Academy of Marketing Science
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, Issue.1
, pp. 223-244
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Singh, J.1
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20
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0002301526
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Wandering: Youth and Travel Behaviour
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Vogt, J.W., 'Wandering: Youth and Travel Behaviour', Annals of Tourism Research, 4, 1 (1976), pp.25-39.
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Annals of Tourism Research
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, Issue.1
, pp. 25-39
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Vogt, J.W.1
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21
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0010928397
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Consumer Satisfaction with Services: Opening up the disconfirmation paradigm
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paper presented 5-8 June, La-Londe-Les-Maures, France
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Wirtz, J. and J.E.G. Bateson, 'Consumer Satisfaction with Services: Opening up the disconfirmation paradigm', paper presented at the 2nd International Research Seminar in Service Management, 5-8 June, La-Londe-Les-Maures, France, 1992.
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2nd International Research Seminar in Service Management
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Wirtz, J.1
Bateson, J.E.G.2
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22
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58049133820
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The Nature and Determinants of Customer Expectations of Service
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Zeithaml, V. A., L. Berry and A. Parasuraman, 'The Nature and Determinants of Customer Expectations of Service', Journal of the Academy of Marketing Science, 21, 1 (1993), pp.1-12.
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Journal of the Academy of Marketing Science
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Zeithaml, V.A.1
Berry, L.2
Parasuraman, A.3
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