메뉴 건너뛰기




Volumn 11, Issue 2, 2011, Pages 165-186

The experiential meaning of service quality

Author keywords

experiential meaning; interpretive research; lived experience; service quality; SERVQUAL

Indexed keywords


EID: 79959798423     PISSN: 14705931     EISSN: 1741301X     Source Type: Journal    
DOI: 10.1177/1470593111403221     Document Type: Article
Times cited : (27)

References (71)
  • 1
    • 38949128704 scopus 로고    scopus 로고
    • Gearing Service Quality into Public and Private Hospitals in Small Islands: Empirical Evidence from Cyprus
    • Arasli, H., Ekiz, E.H. and Katircioglu, S.T. (2008) Gearing Service Quality into Public and Private Hospitals in Small Islands: Empirical Evidence from Cyprus, International Journal of Health Care Quality Assurance 21(1): 8-23.
    • (2008) International Journal of Health Care Quality Assurance , vol.21 , Issue.1 , pp. 8-23
    • Arasli, H.1    Ekiz, E.H.2    Katircioglu, S.T.3
  • 2
    • 0007370826 scopus 로고    scopus 로고
    • Nike's Communication with Black Audiences: A Sociological Analysis of Advertising Effectiveness via Symbolic Interactionism
    • Armstrong, K.L. (1999) Nike's Communication with Black Audiences: A Sociological Analysis of Advertising Effectiveness via Symbolic Interactionism, Journal of Sport and Social Issues 23(3): 266-87.
    • (1999) Journal of Sport and Social Issues , vol.23 , Issue.3 , pp. 266-287
    • Armstrong, K.L.1
  • 3
  • 4
    • 6344234780 scopus 로고
    • River Magic: Extraordinary Experience and the Extended Service Encounter
    • Arnould, E. and Price, L. (1993) River Magic: Extraordinary Experience and the Extended Service Encounter, Journal of Consumer Research 20(1): 1-23.
    • (1993) Journal of Consumer Research , vol.20 , Issue.1 , pp. 1-23
    • Arnould, E.1    Price, L.2
  • 5
    • 17144380504 scopus 로고    scopus 로고
    • Consumer Culture Theory (CCT): Twenty Years of Research
    • Arnould, E. and Thompson, C.J. (2005) Consumer Culture Theory (CCT): Twenty Years of Research, Journal of Consumer Research 31 (March): 868-82.
    • (2005) Journal of Consumer Research , vol.31 , Issue.March , pp. 868-882
    • Arnould, E.1    Thompson, C.J.2
  • 6
    • 0442275821 scopus 로고    scopus 로고
    • Appreciating Stockbroking: Constructing Conceptions to Make Sense of Performance
    • Blomberg, J. (2004) Appreciating Stockbroking: Constructing Conceptions to Make Sense of Performance, Journal of Management Studies 41 (January): 155-80.
    • (2004) Journal of Management Studies , vol.41 , Issue.January , pp. 155-180
    • Blomberg, J.1
  • 7
    • 0042916415 scopus 로고
    • A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
    • Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993) A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research 30 (February): 7-27.
    • (1993) Journal of Marketing Research , vol.30 , Issue.February , pp. 7-27
    • Boulding, W.1    Kalra, A.2    Staelin, R.3    Zeithaml, V.A.4
  • 9
    • 0035612804 scopus 로고    scopus 로고
    • Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
    • Brady, M.K. and Cronin, J.J., Jr, (2001) Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing 65 (July): 34-49.
    • (2001) Journal of Marketing , vol.65 , Issue.July , pp. 34-49
    • Brady, M.K.1    Cronin Jr., J.J.2
  • 10
    • 0002600957 scopus 로고    scopus 로고
    • Performance-only Measurement of Service Quality: A Replication and Extension
    • Brady, M.K., Cronin, J.J., Jr, and Brand, R.R. (2002) Performance-only Measurement of Service Quality: A Replication and Extension, Journal of Business Research 55 (January): 17-31.
    • (2002) Journal of Business Research , vol.55 , Issue.January , pp. 17-31
    • Brady, M.K.1    Cronin Jr., J.J.2    Brand, R.R.3
  • 11
    • 0042707938 scopus 로고    scopus 로고
    • Teaching Old Brands New Tricks: Retro Branding and Revival of Brand Meaning
    • Brown, S., Kozinets, R.V. and Sherry, J.F., Jr, (2003) Teaching Old Brands New Tricks: Retro Branding and Revival of Brand Meaning, Journal of Marketing 67 (July): 19-33.
    • (2003) Journal of Marketing , vol.67 , Issue.July , pp. 19-33
    • Brown, S.1    Kozinets, R.V.2    Sherry Jr., J.F.3
  • 13
    • 84992967930 scopus 로고    scopus 로고
    • Special Issue: Phenomenography in Higher Education
    • Bruce, C. and Gerber, R. (1997) Special Issue: Phenomenography in Higher Education, Higher Education Research and Development 16(2): 125-56.
    • (1997) Higher Education Research and Development , vol.16 , Issue.2 , pp. 125-156
    • Bruce, C.1    Gerber, R.2
  • 14
    • 0002381637 scopus 로고
    • Measuring Service Quality: A Re-examination and Extension
    • Cronin, J.J., Jr and Taylor, S.A. (1992) Measuring Service Quality: A Re-examination and Extension, Journal of Marketing 56 (July): 55-68.
    • (1992) Journal of Marketing , vol.56 , Issue.July , pp. 55-68
    • Cronin Jr., J.J.1    Taylor, S.A.2
  • 15
    • 0007744069 scopus 로고
    • SERVPERF vs SERVQUAL: Reconciling Performance-based and Perceptions-minus-expectations Measurement of Service Quality
    • Cronin, J.J., Jr and Taylor, S.A. (1994) SERVPERF vs SERVQUAL: Reconciling Performance-based and Perceptions-minus-expectations Measurement of Service Quality, Journal of Marketing 58 (January): 125-31.
    • (1994) Journal of Marketing , vol.58 , Issue.January , pp. 125-131
    • Cronin Jr., J.J.1    Taylor, S.A.2
  • 18
    • 84990361423 scopus 로고    scopus 로고
    • Innovation, Symbolic Interaction and Customer Valuing: Thoughts Stemming from a Service-dominant Logic of Marketing
    • Flint, D.J. (2006) Innovation, Symbolic Interaction and Customer Valuing: Thoughts Stemming from a Service-dominant Logic of Marketing, Marketing Theory 6(3): 349-62.
    • (2006) Marketing Theory , vol.6 , Issue.3 , pp. 349-362
    • Flint, D.J.1
  • 19
    • 0033459627 scopus 로고    scopus 로고
    • Rediscovering Satisfaction
    • Fournier, S. and Mick, D.G. (1999) Rediscovering Satisfaction, Journal of Marketing 63(October): 5-23.
    • (1999) Journal of Marketing , vol.63 , Issue.October , pp. 5-23
    • Fournier, S.1    Mick, D.G.2
  • 21
    • 21244471963 scopus 로고    scopus 로고
    • The Human Resource Management Practice of Retail Branding: An Ethnography within Oxfam Trading Division
    • Girod, S.J.G. (2005) The Human Resource Management Practice of Retail Branding: An Ethnography within Oxfam Trading Division, International Journal of Retail & Distribution Management 33(7): 514-30.
    • (2005) International Journal of Retail & Distribution Management , vol.33 , Issue.7 , pp. 514-530
    • Girod, S.J.G.1
  • 22
    • 84869571048 scopus 로고
    • A Service Quality Model and its Marketing Implications
    • Grönroos, C. (1984) A Service Quality Model and its Marketing Implications, European Journal of Marketing 18(4): 36-44.
    • (1984) European Journal of Marketing , vol.18 , Issue.4 , pp. 36-44
    • Grönroos, C.1
  • 23
  • 25
    • 0001052261 scopus 로고
    • Autodriving: A Photoelicitation Technique
    • Heisley, D. and Levy, S. (1991) Autodriving: A Photoelicitation Technique, Journal of Consumer Research 18(3): 257-72.
    • (1991) Journal of Consumer Research , vol.18 , Issue.3 , pp. 257-272
    • Heisley, D.1    Levy, S.2
  • 26
    • 0000818058 scopus 로고
    • Homeless Women, Special Possessions, and the Meaning of "Home": An Ethnographic Case Study
    • Hill, R.P. (1991) Homeless Women, Special Possessions, and the Meaning of "Home": An Ethnographic Case Study, Journal of Consumer Research 18(3): 298-310.
    • (1991) Journal of Consumer Research , vol.18 , Issue.3 , pp. 298-310
    • Hill, R.P.1
  • 27
    • 0001624826 scopus 로고
    • The Homeless in America: An Examination of Possessions and Consumption Behaviors
    • Hill, R.P. and Stamey, M. (1990) The Homeless in America: An Examination of Possessions and Consumption Behaviors, Journal of Consumer Research 17(3): 303-21.
    • (1990) Journal of Consumer Research , vol.17 , Issue.3 , pp. 303-321
    • Hill, R.P.1    Stamey, M.2
  • 28
    • 0001909504 scopus 로고
    • Quality and Value in the Consumption Experience: Phadreus Rides Again
    • in J. Jacoby and J. Olsen (eds), Lexington, MA: Lexington Books
    • Holbrook, M.B. and Corfman, K.P. (1985) Quality and Value in the Consumption Experience: Phadreus Rides Again, in J. Jacoby and J. Olsen (eds) Perceived Quality: How Consumers View Stores and Merchandise, pp. 31-57. Lexington, MA: Lexington Books.
    • (1985) Perceived Quality: How Consumers View Stores and Merchandise , pp. 31-57
    • Holbrook, M.B.1    Corfman, K.P.2
  • 30
    • 0036931393 scopus 로고    scopus 로고
    • The Protean Quality of Subcultural Consumption: An Ethnographic Account of Gay Consumers
    • Kates, S.M. (2002) The Protean Quality of Subcultural Consumption: An Ethnographic Account of Gay Consumers, Journal of Consumer Research 29(December): 383-99.
    • (2002) Journal of Consumer Research , vol.29 , Issue.December , pp. 383-399
    • Kates, S.M.1
  • 31
    • 8744285823 scopus 로고    scopus 로고
    • The Dynamics of Brand Legitimacy: An Interpretive Study in the Gay Men's Community
    • Kates, S.M. (2004) The Dynamics of Brand Legitimacy: An Interpretive Study in the Gay Men's Community, Journal of Consumer Research 31 (September): 455-65.
    • (2004) Journal of Consumer Research , vol.31 , Issue.September , pp. 455-465
    • Kates, S.M.1
  • 32
    • 0036270187 scopus 로고    scopus 로고
    • Can Consumers Escape the Market? Emancipatory Illuminations from Burning Man
    • Kozinets, R.V. (2002) Can Consumers Escape the Market? Emancipatory Illuminations from Burning Man, Journal of Consumer Research 29 (June): 20-38.
    • (2002) Journal of Consumer Research , vol.29 , Issue.June , pp. 20-38
    • Kozinets, R.V.1
  • 34
    • 79959811811 scopus 로고    scopus 로고
    • Embodied Symbolic Consumption. Phenomenological Perspectives for an Interpretative Consumer Research
    • in S. Beckmann and R. Elliott (eds), Copenhagen: Copenhagen Business School Press
    • Küpers, W. (2000) Embodied Symbolic Consumption. Phenomenological Perspectives for an Interpretative Consumer Research, in S. Beckmann and R. Elliott (eds) Interpretive Consumer Research, pp. 293-317. Copenhagen: Copenhagen Business School Press.
    • (2000) Interpretive Consumer Research , pp. 293-317
    • Küpers, W.1
  • 35
    • 3042722530 scopus 로고
    • Symbolic Interactionism: Its Effects on Consumer Behavior and Implications for Marketing Strategy
    • Leigh, J.H. and Gabel, T.G. (1992) Symbolic Interactionism: Its Effects on Consumer Behavior and Implications for Marketing Strategy, Journal of Services Marketing 6(3): 5-17.
    • (1992) Journal of Services Marketing , vol.6 , Issue.3 , pp. 5-17
    • Leigh, J.H.1    Gabel, T.G.2
  • 37
    • 0000915112 scopus 로고
    • Phenomenography: Describing Conceptions of the World around Us
    • Marton, F. (1981) Phenomenography: Describing Conceptions of the World around Us, Instructional Science 10: 177-200.
    • (1981) Instructional Science , vol.10 , pp. 177-200
    • Marton, F.1
  • 38
    • 0002139156 scopus 로고
    • Phenomenography - A Research Approach to Investigating Different Understandings of Reality
    • Marton, F. (1986) Phenomenography - A Research Approach to Investigating Different Understandings of Reality, Journal of Thought 13: 363-80.
    • (1986) Journal of Thought , vol.13 , pp. 363-380
    • Marton, F.1
  • 42
    • 79959797987 scopus 로고    scopus 로고
    • Client-vendor-end user Triad: A Service Quality Model for IS/ITES Outsourcing
    • Niranjan, T.T. and Metri, B.A. (2008) Client-vendor-end user Triad: A Service Quality Model for IS/ITES Outsourcing, Journal of Services Research 8(1): 123-38.
    • (2008) Journal of Services Research , vol.8 , Issue.1 , pp. 123-138
    • Niranjan, T.T.1    Metri, B.A.2
  • 43
    • 84993084425 scopus 로고    scopus 로고
    • Assessing and Improving Service Performance for Maximum Impact: Insights from a Two-decade-long Research Journey
    • Parasuraman, A. (2004) Assessing and Improving Service Performance for Maximum Impact: Insights from a Two-decade-long Research Journey, Journal of Service Research 5(2): 45-52.
    • (2004) Journal of Service Research , vol.5 , Issue.2 , pp. 45-52
    • Parasuraman, A.1
  • 44
    • 0002408510 scopus 로고
    • A Conceptual Model of Service Quality and Its Implications for Future Research
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing 49 (October): 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.October , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 45
    • 0001312089 scopus 로고
    • SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality
    • 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(1): 12-39.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-39
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 46
    • 0001261094 scopus 로고
    • Refinement and Reassessment of the SERVQUAL Scale
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991) Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing 69(1): 140-47.
    • (1991) Journal of Retailing , vol.69 , Issue.1 , pp. 140-147
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 47
    • 3242660262 scopus 로고
    • Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994) Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, Journal of Marketing 58(1): 111-25.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 111-125
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 49
    • 0033238834 scopus 로고    scopus 로고
    • The Concepts and Methods of Phenomenographic Research
    • Richardson, J.T.E. (1999) The Concepts and Methods of Phenomenographic Research, Review of Educational Research 69 (Spring): 53-82.
    • (1999) Review of Educational Research , vol.69 , Issue.Spring , pp. 53-82
    • Richardson, J.T.E.1
  • 50
    • 0034338836 scopus 로고    scopus 로고
    • Understanding Human Competence at Work: An Interpretive Approach
    • Sandberg, J. (2000) Understanding Human Competence at Work: An Interpretive Approach, Academy of Management Journal 43 (February): 9-25.
    • (2000) Academy of Management Journal , vol.43 , Issue.February , pp. 9-25
    • Sandberg, J.1
  • 51
    • 0041327184 scopus 로고    scopus 로고
    • Understanding the Basis for Competence Development
    • in C. Velde (ed.), The Netherlands, Kluwer
    • Sandberg, J. (2001) Understanding the Basis for Competence Development, in C. Velde (ed.) International Perspectives on Competence in the Workplace, pp. 9-25. The Netherlands: Kluwer.
    • (2001) International Perspectives on Competence in the Workplace , pp. 9-25
    • Sandberg, J.1
  • 52
    • 11344257723 scopus 로고    scopus 로고
    • How Do We Justify Knowledge Produced within Interpretive Approaches?
    • Sandberg, J. (2005) How Do We Justify Knowledge Produced within Interpretive Approaches?, Organizational Research Methods 8 (January): 41-68.
    • (2005) Organizational Research Methods , vol.8 , Issue.January , pp. 41-68
    • Sandberg, J.1
  • 54
    • 84992912261 scopus 로고    scopus 로고
    • Service Quality and the Consumer's Experience: Towards an Interpretive Approach
    • Schembri, S. and Sandberg, J. (2002) Service Quality and the Consumer's Experience: Towards an Interpretive Approach, Marketing Theory 2(2): 189-205.
    • (2002) Marketing Theory , vol.2 , Issue.2 , pp. 189-205
    • Schembri, S.1    Sandberg, J.2
  • 58
    • 0002145915 scopus 로고
    • Postmodern Alternatives: The Interpretive Turn in Consumer Research
    • in T. S. Robertson and H. H. Kassarjian (eds), Englewood Cliffs, NJ: Prentice-Hall
    • Sherry, J.F., Jr (1991) Postmodern Alternatives: The Interpretive Turn in Consumer Research, in T. S. Robertson and H. H. Kassarjian (eds) Handbook of Consumer Behavior, pp. 548-91. Englewood Cliffs, NJ: Prentice-Hall.
    • (1991) Handbook of Consumer Behavior , pp. 548-591
    • Sherry Jr., J.F.1
  • 59
    • 84992812400 scopus 로고    scopus 로고
    • Marketing Mobile Futures: Assembling Constituencies and Creating Compelling Stories for an Emerging Technology
    • Simakova, E. and Neyland, D. (2008) Marketing Mobile Futures: Assembling Constituencies and Creating Compelling Stories for an Emerging Technology, Marketing Theory 8(1): 91-116.
    • (2008) Marketing Theory , vol.8 , Issue.1 , pp. 91-116
    • Simakova, E.1    Neyland, D.2
  • 60
    • 0001154580 scopus 로고
    • The Role of Products as Social Stimuli: A Symbolic Interactionism Perspective
    • Solomon, M.R. (1983) The Role of Products as Social Stimuli: A Symbolic Interactionism Perspective, Journal of Consumer Research 10(3): 319-29.
    • (1983) Journal of Consumer Research , vol.10 , Issue.3 , pp. 319-329
    • Solomon, M.R.1
  • 62
    • 84992838789 scopus 로고    scopus 로고
    • Producing Marketing: Towards a Social Phenomenology of Marketing Work
    • Svensson, P. (2007) Producing Marketing: Towards a Social Phenomenology of Marketing Work, Marketing Theory 7(3): 271-90.
    • (2007) Marketing Theory , vol.7 , Issue.3 , pp. 271-290
    • Svensson, P.1
  • 63
    • 19744374287 scopus 로고    scopus 로고
    • An Examination and Extension of the Zone-of-tolerance Model: A Comparison to Performance-based Models of Perceived Quality
    • Teas, R.K. and deCarlo, T.E. (2004) An Examination and Extension of the Zone-of-tolerance Model: A Comparison to Performance-based Models of Perceived Quality, Journal of Service Research 6 (February): 272-86.
    • (2004) Journal of Service Research , vol.6 , Issue.February , pp. 272-286
    • Teas, R.K.1    de Carlo, T.E.2
  • 64
    • 0030525733 scopus 로고    scopus 로고
    • Caring Consumer: Gendered Consumption Meanings and the Juggling Lifestyle
    • Thompson, C.J. (1996) Caring Consumer: Gendered Consumption Meanings and the Juggling Lifestyle, Journal of Consumer Research 22(4): 388-408.
    • (1996) Journal of Consumer Research , vol.22 , Issue.4 , pp. 388-408
    • Thompson, C.J.1
  • 65
    • 0031536395 scopus 로고    scopus 로고
    • Interpreting Consumers: A Hermeneutical Framework for Deriving Marketing Insights from the Texts of Consumers' Consumption Stories
    • Thompson, C.J. (1997) Interpreting Consumers: A Hermeneutical Framework for Deriving Marketing Insights from the Texts of Consumers' Consumption Stories, Journal of Marketing Research 34 (October): 438-56.
    • (1997) Journal of Marketing Research , vol.34 , Issue.October , pp. 438-456
    • Thompson, C.J.1
  • 66
    • 0036115827 scopus 로고    scopus 로고
    • Consumer Value Systems in the Age of Postmodern Fragmentation: The Case of the Natural Health Microculture
    • Thompson, C.J. and Troester, M. (2002) Consumer Value Systems in the Age of Postmodern Fragmentation: The Case of the Natural Health Microculture, Journal of Consumer Research 28 (March): 550-72.
    • (2002) Journal of Consumer Research , vol.28 , Issue.March , pp. 550-572
    • Thompson, C.J.1    Troester, M.2
  • 67
    • 84936823780 scopus 로고
    • Putting Consumer Experience back into Consumer Research: The Philosophy and Method of Existential-phenomenology
    • Thompson, C.J., Locander, W.B. and Pollio, H.R. (1989) Putting Consumer Experience back into Consumer Research: The Philosophy and Method of Existential-phenomenology, Journal of Consumer Research 16 (September): 133-47.
    • (1989) Journal of Consumer Research , vol.16 , Issue.September , pp. 133-147
    • Thompson, C.J.1    Locander, W.B.2    Pollio, H.R.3
  • 68
    • 0001607301 scopus 로고
    • The Lived Meaning of Free Choice: An Existential- phenomenological Description of Everyday Consumer Experiences of Contemporary Married Women
    • Thompson, C.J., Locander, W.B. and Pollio, H.R. (1990) The Lived Meaning of Free Choice: An Existential- phenomenological Description of Everyday Consumer Experiences of Contemporary Married Women, Journal of Consumer Research 17 (December): 346-62.
    • (1990) Journal of Consumer Research , vol.17 , Issue.December , pp. 346-362
    • Thompson, C.J.1    Locander, W.B.2    Pollio, H.R.3
  • 71
    • 38949218008 scopus 로고    scopus 로고
    • Measuring the Three Process Segments of a Customer's Service Experience for an Out-patient Surgery Center
    • Wicks, A.M. and Chin, W.W. (2008) Measuring the Three Process Segments of a Customer's Service Experience for an Out-patient Surgery Center, International Journal of Health Care Quality Assurance 1: 24-38.
    • (2008) International Journal of Health Care Quality Assurance , vol.1 , pp. 24-38
    • Wicks, A.M.1    Chin, W.W.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.