Do warranties influence perceptions of service quality? A study of the automobile repair and service industry

Journal of Retailing and Consumer Services

Volumn 5, Issue 2, 1998, Pages 87-91

  Andaleeb, Syed Saad ^a   Basu, Amiya K ^b  

^a BEHREND COLLEGE   (United States)

^b SYRACUSE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Service quality evaluation; SERVQUAL

Indexed keywords

EID: 0042261863     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0969-6989(97)00072-6     Document Type: Article

References (9)

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2. 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 30 7-27
3. Brown, T J, Churchill, G A Jr and Peter, J P (1993) 'Improving the measurement of service quality' Journal of Retailing 69 127-139
4. Carman, J M (1990) 'Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions' Journal of Retailing 66 33-55
5. Churchill, G A Jr (1979) 'A paradigm for developing better marketing constructs' Journal of Marketing Research 16 64-73
6. Gaski, J F and Nevin, J R (1985) 'The differential effects of exercised and unexercised power sources in a marketing channel' Journal of Marketing Research 22 130-142
7. Parasuraman, A, Zeithaml, V and Berry, L L (1988) 'SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality' Journal of Retailing 64 12-40
8. Parasuraman, A, Berry, L L and Zeithaml, V (1991) 'Refinement and reassessment of the SERVQUAL scale' Journal of Retailing 67 420-450
9. Peter, J P, Churchill, G A Jr and Brown, T J (1993) 'Caution in the use of difference scores in consumer research' Journal of Consumer Research 19 655-662