Service intangibility and its impact on consumer expectations of service quality

Journal of Services Marketing

Volumn 14, Issue 1, 2000, Pages 9-26

  Pleger Bebko, Charlene ^a  

^a INDIANA UNIVERSITY OF PENNSYLVANIA   (United States)

Author keywords

Consumer behaviour; Customer satisfaction; Customer service; Service quality; Services marketing

Indexed keywords

EID: 79956032342     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040010309185     Document Type: Article

References (34)

1. Anderson, C. and Zeithaml, C. (1984), “Stage of the product life cycle, business strategy and business performance”, Academy of Management Journal, Vol. 27, March, pp. 5-24.
2. Andreason, A. and Best, A. (1977), “Consumers complain – does business respond?”, Harvard Business Review, pp. 93-101.
3. Bauer, R.A. (1960), “Consumer behavior as risk taking”, in Dynamic Marketing for a Changing World, American Marketing Association, Chicago, IL, pp. 389-93.
4. Bebko, C. and Downing, J. (1994), “Impressions of service quality potential based on nurse image”, Journal of Hospital Marketing, Vol. 9, pp. 55-77.
5. Bebko, C. and Prokop, R. (1996), “Which consumers’ expectations? SERVQUAL Gap 1 Analysis for non-professional services”, Proceedings, Northeast Decision Science Institute 25th Anniversary Conference, St. Croix, VI.
6. Bell, M. (1981), “A matrix approach to the classification of marketing goods and services”, in Donnelly, J. and George, W. (Eds), The Marketing of Services, American Marketing Association, Chicago, IL.
7. Bell, M. (1986), “Some strategy implications of a matrix approach to the classification of marketing goods and services”, Journal of the Academy of Marketing Science, Vol. 14, pp.13-20.
8. Berry, L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality, The Free Press, New York, NY.
9. Cox, D. (1967), Risk-taking and information handling in consumer behavior, Harvard University, Boston, MA.
10. Garvin, D. (1982), “Quality on the line”, Harvard Business Review, Vol. 61, September- October, pp. 65-73.
11. Gro¨nroos, C. (1977), “The service marketing confusion and a service oriented approach to marketing planning”, cited by Bateson in Eiglier, P. et al., Marketing Consumer Services: New Insights, Marketing Science Institute, Cambridge, MA.
12. Gro¨nroos, C. (1982), Strategic Management and Marketing in the Service Sector,Swedish School of Economics and Business Administration, Helsingfors.
13. Guseman, D. (1981), “Risk perception and risk reduction in consumer services”, in Donnelly, J.H. and George, W. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp. 200-4.
14. Levitt, T. (1980), “Marketing success through differentiation”, Harvard Business Review, January-February, pp. 83-91.
15. Levitt, T. (1981), “Marketing intangible products and product intangibles”, Harvard Business Review, Vol. 59, pp. 94-102.
16. Lovelock, C. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47, pp. 9-20.
17. Lovelock, C.(1991), Services Marketing, 2/E, Prentice-Hall, Englewood Cliffs, NJ.
18. McDougall, G. and Snetsinger, D. (1990), “The intangibility of services: measurement and competitive perspectives”, Journal of Services Marketing, Vol. 4, pp. 27-40.
19. Morris, B. and Johnston, R. (1987), “Dealing with inherent variability: The difference between manufacturing and service?”, International Journal of Production Management, Vol. 7, pp. 13-44.
20. Murray, K. and Schlacter, J. (1990), “The imapct of services versus goods on consumers’ assessment of perceived risk and variability”, Journal of the Academy of Marketing Science, Vol. 18, pp. 51-65.
21. Oliver, R.L. (1981), “What is customer satisfaction?”, The Wharton Magazine, Spring, pp. 36-41.
22. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
23. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: A multiple Item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12-40.
24. Paterson, P., Johnson, L. and Spreng, R. (1997), “Modeling the determinants of customer satisfaction for business-to-business professional services”, Journal of the Academy of Marketing Science, Vol. 25, Winter, pp. 4-17.
25. Rathmell, J. (1966), “What is meant by services?”, Journal of Marketing, October, pp. 32-6.
26. Rice, J., Slack, R. and Garside, P. (1981), “Hospitals can learn valuable marketing strategies from hotels”, Hospitals, Vol. 55, pp. 119-24.
27. Rushton, A. and Carson, D. (1989), “The marketing of services: Managing the intangibles”. European Journal of Marketing, Vol. 23, pp. 23-44.
28. Shostack, G.L (1977), “Breaking free from product marketing”, Journal of Marketing, April, pp. 73-80.
29. Tse, D. and Wilton, P. (1988), “Models of consumer satisfaction formation: an extension”, Journal of Marketing Research, Vol. 25, May, pp. 204-12.
30. Webster, C. (1989), “Can consumers be segmented on the basis of their service quality expectations?”, Journal of Services Marketing, Vol. 3, Spring, pp. 35-53.
31. Zeithaml, V. (1981), “How consumer evaluation processes differ between goods and services”, in Donnelly and George(Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp. 186-90.
32. Zeithaml, V. and Bitner, M.J. (1996), Services Marketing, The McGraw-Hill Companies, Inc., New York, NY.
33. Zeithaml, V., Berry, L. and Parasuraman, A. (1993), “The nature and determinants of customer expectations of service”, Journal of the Academy of Marketing Science, Vol. 21, pp. 1-12.
34. Zeithaml, V., Parasuraman, A. and Berry, L. (1990), Delivering Service Quality: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.