Service quality: A concept not fully explored

Library Trends

Volumn 49, Issue 4, 2001, Pages

  Hernon, Peter ^a   Nitecki, Danuta A ^a  

^a SIMMONS COLLEGE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036354772     PISSN: 00242594     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (54)

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2. A customer satisfaction research prospective
3. An empirical assessment of the SERVQUAL scale
4. Quality in retail banking
5. A multistage model of customers' assessments of service quality and value
6. A dynamic process model of service quality: From expectations to behavioral intentions
7. Surveying service quality within university libraries
8. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
9. Assessment of the three-column format SERVQUAL: An experimental approach
10. Assessing employee satisfaction in service firms: An example in higher education
11. Higher-order factor analytic perspectives on users' perceptions of library service quality
12. Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality
13. Measuring service quality: A re-examination and extension
14. SERVPERF versus SERVQUAL: Reconciling performance based and perception based minus expectation measurements of service quality
15. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
16. A measure of service quality for retail stores: Scale development and validation
17. Quality in information services: Do users and librarians differ in their expectations?
18. Quality awards listing
19. Quality awards make winners of us all
20. Methods for measuring service quality in university libraries in New Zealand
21. Reflections: Management morphology - How we got to be who we are
22. SERVQUAL and PAT: Alternative disconfirmation approaches to the measurement of service quality in the foodservice industry
23. Value strategy rather than quality strategy: A case of business-to-business professional services
24. President's quality program honors government organizations
25. Missing links in reaching culturally diverse students in academic libraries
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27. An assessment of the applicability of SERVQUAL dimensions as customer-based criteria for evaluating quality of services in an academic library
28. Changing the concept and measure of service quality in academic libraries
29. Measuring service quality at Yale university's libraries
30. A cognitive model of the antecedents and consequences of satisfaction decisions
31. Hedonic reactions to the disconfirmation of product performance expectations: Some moderating conditions
32. Response determinants in satisfaction judgements
33. Refinement and reassessment of the SERVQUAL scale
34. Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
35. Defining quality: Alternatives and implications
36. Modeling patient satisfaction and service quality
37. An analysis of the determinants of industrial consumers' perceptions of the quality of financial services marketing relationships
38. Expectations, performance evaluation, and customers' perceptions of quality
39. Measuring information system service quality: Concerns on the use of the SERVQUAL questionnaire
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41. Diagnosing customer comparisons of competitors'marketing mis strategies [Special issue: Strategy evaluation research]
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