Consumer tolerance zone: Implications on philippine airlines domestic service delivery

Journal of Global Marketing

Volumn 11, Issue 2, 1997, Pages 93-105

  Chen, Kuang Jung ^a  

^a NATIONAL OPEN UNIVERSITY   (Taiwan)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 3042986321     PISSN: 08911762     EISSN: 15286975     Source Type: Journal    
DOI: 10.1300/J042v11n02_06     Document Type: Article

References (13)

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4. Bitner, Mary Jo. “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing, April 1992.
5. Cadotte, Ernest R., Robert B. Woodruff and Roger L. Jenkins. “Expectations and Norms in Models of Consumer Satisfaction,” Journal of Marketing Research, August 1987.
6. Cronin, J. Joseph Jr. and Steven A. Taylor. “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, July 1992.
7. Howard, John A. Consumer Behavior in Marketing Strategy. Englewood Cliffs, New Jersey: Prentice-Hall Inc. 1988.
8. Murray, Keith B. “A Test of Services Marketing Theory: Consumer Information Acquisition Activities,” Journal of Marketing, January 1991.
9. Oliva, Terence A., Richard L. Oliver, and Ian C. MacMillan. “A Catastrophe Model for Developing Service Satisfaction Strategies,” Journal of Marketing, July 1992.
10. Parasuraman, A., L. I. Berry, and V. A. Zeithaml. “Understanding Customer Expectations of Service,” Sloan Management Review, Spring 1991
11. Parasuraman, A., V. A. Zeithaml, and L. I. Berry. “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Fall 1985.
12. Rapoport, Amos. The Meaning of the Built Environment. Beverly Hills, CA: Sage Publications, Inc. 1982.
13. Renaghan, Leo M. “A New Marketing Mix for the Hospitality Industry,” Cornell Hotel and Restaurant Administration Quarterly, August 1981.