Measuring service performance in mobile communications

Service Industries Journal

Volumn 24, Issue 6, 2004, Pages 109-128

  Sharma, Neeru ^a   Ojha, Satinder ^a  

^a Austech Inst of Mgmt/Technology   (India)

Author keywords

[No Author keywords available]

Indexed keywords

COMMUNICATION; INFORMATION TECHNOLOGY; SERVICE SECTOR;

EID: 10244235172     PISSN: 02642069     EISSN: None     Source Type: Journal    
DOI: 10.1080/0264206042000299202     Document Type: Article

References (40)

1. Anderson, J.C. 1987, 'An Approach to Confirmatory Measurement and Structural Equation Modelling of Organisational Properties', Management Science, Vol.33, No.4, pp.525-41.
2. Anderson, R.E. 1973, 'Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance', Journal of Marketing Research, Vol. 10, February, pp.38-44.
3. Anderson, E.W. and M.W. Sullivan, 1993, 'The Antecedents and Consequences of Customer Satisfaction for Firms', Marketing Science Vol.12, No.2, pp.125-43.
4. Anderson, J.C. and D.W. Gerbing, 1982, 'Some Methods for Respecifying Measurement Models to Obtain Unidimensional Construct Measurement', Journal of Marketing Research, Vol.24, November, pp.432-37.
5. Anderson, J.C. and D.W. Gerbing, 1988, 'Structural Equation Modelling in Practice: A Review and Recommended Two Step Approach', Psychological Bulletin, Vol. 103, pp.411-23.
6. Arbuckle, J.L. 1997, AMOS Users' Guide Version 3.6, Small Waters Corporation, USA.
7. Bentler, P. 1990, 'Comparative Fit Indexes in Structural Models', Psychological Bulletin, Vol.107, pp.238-46.
8. Bollen, K.A. 1989, Structural Equations with latent Variables, New York: Wiley.
9. Brown, S.A. and M. Gulycz, 2001, Customer Relationship Management: A Strategic Imperative in the World of e-Business, New York: Wiley.
10. Cardozo, R.N. 1965, 'An Experimental Study of Consumer Effort, Expectations and Satisfaction', Journal of Marketing Research, Vol.2, August, pp.244-49.
11. Churchill, G.A. Jr, 1979, 'A Paradigm for Developing Better Measures of Marketing Constructs', Journal of Marketing Research, Vol.16, February, pp.64-73.
12. Churchill, G.A. and C. Suprenant, 1982, 'An Investigation into the Determinants of Customer Satisfaction', Journal of Marketing Research Vol. 19, November, pp.491-504.
13. Cronbach, L.J. 1951, 'Coefficient Alpha and the Internal Structure of Tests', Psychometrica, pp.297-334.
14. Cronin, J.J. and S.A. Taylor, 1992, 'Measuring Service Quality: A Reexamination and Extension', Journal of Marketing, Vol.56, July, pp.55-68.
15. Crosby, L.A., K.R. Evans and D. Cowles, 1990, 'Relationship Quality in Services Selling: An Interpersonal Influence Perspective', Journal of Marketing, Vol.54, July, pp.68-81.
16. Day, E. and H.C. Barksdale, Jr, 1992, 'How Firms Select Professional Services', Industrial Marketing Management, Vol.21, pp.85-91.
17. Day, S., S. Hsueh, E. Liggett and R. Ren, 2001, Wireless/Cellular Customer Service: Service with a Smile? A Survey Project, School of Information Management and Systems, University of California, Berkeley, California, November.
18. Everelles, S. and C. Leavitt, 1992, 'A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction', Journal of Customer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol.5, pp. 104-14.
19. Fornell, C. and D. Larcker, 1981, 'Evaluating Structural Equation Models with Unobservable Variables and Measurement Error', Journal of Marketing Research, Vol. 18, February, pp.39-50.
20. Gaski, J.F. 1984, 'The Theory of Power and Conflict in Channels of Distributions', Journal of Marketing, Summer, pp.9-29.
21. Gerbing, D.W. and J.C. Anderson, 1988, 'An Updated Paradigm for Scale Development Incorporating Unidimensionality and its Assessment', Journal of Marketing Research, Vol.25, May, pp.186-92.
22. Gronroos, C. 1990, Service Management and Marketing, Lanham, MD: Lexington Books.
23. Hair, J.F., R.E. Anderson, R.L. Tatham and W.C. Black, 1992, Multivariate Data Analysis with Readings, 3rd ed., New York: Macmillan Publishing.
24. Jayanti, R. and A. Jackson, 1991, 'Service Satisfaction: An Exploratory Investigation of Three Models', in M.E. Goldberg, G. Gorn and R.W. Pollay (eds), Advances in Consumer Research, 18, New Orleans, LA: Association for Consumer Research, pp.603-609.
25. Joreskog, K.G. and D. Sorbom, 1989, LISREL: Analysis of Linear Structural Equation Models, in K.A. Bollen and L.S. Long (eds), Newbury Park, CA: Sage.
26. Kerlinger, F.N. 1973, Foundations of Behavioural Research, 2nd ed., New York: Holt, Rhinehart and Winston.
27. MacCallum, R. 1986, 'Specification Searches in Covariance Structural Modelling', Psychological Bulletin, pp.107-20.
28. Oliver, R.L. 1980, 'A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions', Journal of Marketing Research, Vol. 17, November, pp.460-69.
29. Oliver, R.L. and J.E. Swan, 1989, 'Consumer Perceptions of Interpersonal Equity Satisfaction in Transactions: A Field Survey Approach', Journal of Marketing, Vol.53, April, pp.21-35.
30. Olson, J.C. and P.A. Dover, 1979, 'Disconfirmation of Consumer Expectations Through Product Trial', Journal of Applied Psychology Vol.64, April, pp. 179-89.
31. Patterson, P.G. 1993, 'The Role of Expectations and Product Performance for a High-Involvement Product', Psychology and Marketing, Vol. 10, No.5, pp.449-65.
32. Patterson, P.G., L.W. Johnson and R.A. Spreng, 1997, 'Modelling the Determinants of Customer Satisfaction for Business-to-Business Professional Services', Journal of the Academy of Marketing Science Vol.25, No.1, pp.4-17.
33. Peter, J.P. 1979, 'Reliability: A Review of Psychometric Basics and Recent Marketing Practices', Journal of Marketing Research, Vol. 16, February, pp.6-17.
34. Segars, A. and V. Grover, 1998, 'Strategic Information Systems Planning Success: An Investigation of the Construct and its Measurement', MIS Quarterly, Vol.22, No.2, pp.139-63.
35. Sharma, N. and P.G. Patterson, 1999, 'On the Role of Experience in Developing Service Satisfaction in Consumer Financial Planning Services', Journal of Customer Service in Marketing & Management, Vol.5, No.4, pp.33-47.
36. Steiger, J.H. 1990, 'Structural Model Evaluation and Modification: An Interval Estimation Approach', Multivariate Behavioural Research, Vol.25, pp.173-80.
37. Swan, J.E. and I.F. Trawick, 1980, 'Inferred and Perceived Disconfirmation in Consumer Satisfaction', in Advances in Consumer Research, pp.97-100.
38. Tse, D.K. and P.C. Wilton, 1988, 'Models of Customer Satisfaction Formation: An Extension', Journal of Marketing Research, Vol.25, May, pp.204-12.
39. Tucker, L.R. and C. Lewis, 1973, 'A Reliability Coefficient for Maximum Liklihood Factor Analysis', Psychometrica, Vol.38, pp. 1-10.
40. Yoo, B. and N. Donthu, 2001, 'Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)', Quarterly Journal of Electronic Commerce, Vol.2, No.1, pp.31-46.