On the perceived dynamics of retail service quality

Journal of Retailing and Consumer Services

Volumn 4, Issue 2, 1997, Pages 83-88

  De Ruyter, Ko ^a   Wetzels, Martin ^a  

^a MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

Dynamics; Relationship marketing; Service quality

Indexed keywords

EID: 0041632324     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0969-6989(96)00018-5     Document Type: Article

References (25)

1. Babakus, E and Boller, G W (1992) 'An empirical assessment of the SERVQUAL scale' Journal of Business Research 24 253-268
2. Bitner, M J (1990) 'Evaluating service encounter: the effects of physical surroundings and employee responses' Journal of Marketing 54 (April) 69-82
3. Bitner, M J and Hubbert, A R (1994) 'Encounter satisfaction versus overall satisfaction versus quality: the customers voice' in Rust, R T and Oliver, R L (eds) Service Quality: New Directions in Theory and Practice Sage, Thousand Oaks, pp 72-94
4. Bolton, R N and Drew, J H (1991) 'A longitudinal analysis of the impact of service changes on customer attitudes' Journal of Marketing 56 (January) 1-9
5. Boulding, W, Kalra, A, Staelin, R and Zeithaml, V (1993) 'A dynamic process model of service quality: from expectations to behavioral intentions' Journal of Marketing Research 56 (April) 55-68
6. Carman, J M (1990) 'Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions' Journal of Retailing 66 (Spring) 33-55
7. Christopher, M, Payne, A and Ballantyne, D (1991) Relationship Marketing Butterworth-Heinemann, Oxford
8. Cronin, J J Jr and Taylor, S A (1992) 'Measuring service quality: a reexamination and extension' Journal of Marketing 56 (July) 55-68
9. Grönroos, C (1984) 'A service quality model and its marketing implications' European Journal of Marketing 18 36-44
10. Håkansson, H (1982) 'An interaction approach' in Håkansson, H (ed) International Marketing and Purchasing of Industrial Goods: An Interaction Approach Wiley, Brisbane
11. Koelemeijer, K, Roest, H and Verhallen, T (1993) 'An integrative framework of perceived service quality and its relations to satisfaction/dissatisfaction, attitude and repurchase intentions' in Proceedings of the European Marketing Academy Conference Barcelona, 25-28 May, Vol 1, pp 683-689
12. LaBarbera, P A and Mazursky, D (1983) 'A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process' Journal of Marketing Research 20 393-404
13. Liljander, V and Strandvik, T (1993) 'Estimating zones of tolerances in perceived service quality' International Journal of Service Industry Management 4 (2) 6-28
14. Liljander, V and Strandvik, T (1994) 'A comparison of episode performance and relationship performance for a discrete service' in Proceedings of the 3rd Dienstleistungs Workshop 25-26 February, Berlin
15. Liljander, V and Strandvik, T (1995) 'The nature of customer relations in services' in Swartz, T A, Bowen, D E and Brown, S W (eds) Advances in Services Marketing and Management Vol 4, pp 141-167, JAL Press
16. Menard, S (1991) Longitudinal Research Sage University Papers, Quantitative Applications in Social Sciences, No 76, Sage, Newbury Park
17. Oliver, R (1981) 'Measurement and evaluation of satisfaction process in retail settings' Journal of Retailing 57 29-31
18. Parasuraman, A, Zeithaml, V A and Berry, L L (1988) 'SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality' Journal of Retailing 64 (Spring) 12-40
19. Parasuraman, A, Zeithaml, V A and Berry, L L (1994) 'Moving forward in service quality research: measuring different customer expectation levels, comparing alternative scales, and examining the performance behavioral intentions link' MSI Working Paper 94-114, Marketing Science Institute, Cambridge, MA
20. Parvatiyar, A and Sheth, J N (1994) 'Paradigm shift in marketing theory and approach: the emergence of relationship marketing' in Proceedings of the 1994 Research Conference on Relationship Marketing Emory University, Atlanta, GA
21. Spector, P E (1993) 'Research designs' in Lewis-Beck, M S (ed) Experimental Designs and Methods Sage, London, pp 1-72
22. Teas, R K (1993) 'Expectations, performance evaluation, and consumers' perceptions of quality' Journal of Marketing 57 (October) 18-34
23. Tse, D K and Willon, P C (1988) 'Models of consumer satisfaction formation: an extension' Journal of Marketing Research 25 204-212
24. Webster, F E Jr (1992) 'The changing role of marketing in the corporation' Journal of Marketing 56 (October) 1-17
25. Zeithaml, V A, Berry, L L and Parasuraman, A (1991) 'The nature and determinants of customer expectations of service' Working Paper No 91-113, Marketing Science Institute, Cambridge, MA