메뉴 건너뛰기




Volumn 4, Issue 2, 2012, Pages 175-188

A model for assessing consumer perceptions of quality

Author keywords

Customer perceptions; Customer services quality; Dimensions of quality; Product quality; Quality; Service quality

Indexed keywords


EID: 84986173293     PISSN: 1756669X     EISSN: 17566703     Source Type: Journal    
DOI: 10.1108/17566691211232909     Document Type: Article
Times cited : (22)

References (52)
  • 1
    • 3543058009 scopus 로고
    • Quality improvement as an operations strategy
    • Adam, E.E. (1992), “Quality improvement as an operations strategy”, Industrial Management and Data Systems, Vol. 92 No. 4, pp. 3-12.
    • (1992) Industrial Management and Data Systems , vol.92 , Issue.4 , pp. 3-12
    • Adam, E.E.1
  • 2
    • 0034247328 scopus 로고    scopus 로고
    • The impact of design management and process management on quality: an empirical investigation
    • Ahire, S.L. and Dreyfus, P. (2000), “The impact of design management and process management on quality: an empirical investigation”, Journal of Operations Management, Vol. 18 No. 5, pp. 549-75.
    • (2000) Journal of Operations Management , vol.18 , Issue.5 , pp. 549-575
    • Ahire, S.L.1    Dreyfus, P.2
  • 3
    • 0030548814 scopus 로고    scopus 로고
    • Development and validation of TQM implementation constructs
    • Ahire, S.L., Golhar, D.Y. and Walter, M.A. (1996), “Development and validation of TQM implementation constructs”, Decision Sciences, Vol. 27 No. 1, pp. 23-56.
    • (1996) Decision Sciences , vol.27 , Issue.1 , pp. 23-56
    • Ahire, S.L.1    Golhar, D.Y.2    Walter, M.A.3
  • 4
    • 0002335592 scopus 로고
    • Selected determinants of customer satisfaction and compliant reports
    • Bearden, W.D. and Teel, J.E. (1993), “Selected determinants of customer satisfaction and compliant reports”, Journal of Marketing Research, Vol. 20 No. 3, pp. 21-8.
    • (1993) Journal of Marketing Research , vol.20 , Issue.3 , pp. 21-28
    • Bearden, W.D.1    Teel, J.E.2
  • 5
    • 84986168800 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, Vol. 30 No. 1, pp. 7-27.
    • (1993) Journal of Marketing Research , vol.30 , Issue.1 , pp. 7-27
    • Boulding, W.1    Kalra, A.2    Staelin, R.3    Zeithaml, V.A.4
  • 8
    • 0002829174 scopus 로고
    • Free competition and the optimal amount of fraud
    • Darby, M. and Karni, E. (1973), “Free competition and the optimal amount of fraud”, Journal of Law and Economics, Vol. 16 No. 1, pp. 67-86.
    • (1973) Journal of Law and Economics , vol.16 , Issue.1 , pp. 67-86
    • Darby, M.1    Karni, E.2
  • 9
    • 0010612318 scopus 로고
    • Management theory and total quality: improving research and practice through theory development
    • Dean, J. and Bowen, D. (1994), “Management theory and total quality: improving research and practice through theory development”, Academy of Management Review, Vol. 19 No. 3, pp. 392-418.
    • (1994) Academy of Management Review , vol.19 , Issue.3 , pp. 392-418
    • Dean, J.1    Bowen, D.2
  • 10
    • 0036361006 scopus 로고    scopus 로고
    • Patient's and personnel's perceptions of service quality and patient satisfaction in nuclear medicine
    • Deman, S., Gemmel, P., Vlerick, P., Van Riki, P. and Dierckx, R. (2002), “Patient's and personnel's perceptions of service quality and patient satisfaction in nuclear medicine”, European Journal of Nuclear Medicine, Vol. 29 No. 9, pp. 1109-17.
    • (2002) European Journal of Nuclear Medicine , vol.29 , Issue.9 , pp. 1109-1117
    • Deman, S.1    Gemmel, P.2    Vlerick, P.3    Van Riki, P.4    Dierckx, R.5
  • 11
    • 0003964033 scopus 로고
    • Massachusetts Institute of Technology, Center for Advanced Engineering Studies, Cambridge, MA
    • Deming, W.E. (1986), Out of the Crisis, Massachusetts Institute of Technology, Center for Advanced Engineering Studies, Cambridge, MA.
    • (1986) Out of the Crisis
    • Deming, W.E.1
  • 12
    • 0031481976 scopus 로고    scopus 로고
    • Credence goods and fraudulent experts
    • Emons, W. (1997), “Credence goods and fraudulent experts”, RAND Journal of Economics, Vol. 28 No. 1, pp. 107-19.
    • (1997) RAND Journal of Economics , vol.28 , Issue.1 , pp. 107-119
    • Emons, W.1
  • 13
    • 0028401194 scopus 로고
    • A framework for quality management research and an associated measurement instrument
    • Flynn, B.B., Schroeder, R.G. and Sakakibara, S. (1994), “A framework for quality management research and an associated measurement instrument”, Journal of Operations Management, Vol. 11 No. 4, pp. 339-66.
    • (1994) Journal of Operations Management , vol.11 , Issue.4 , pp. 339-366
    • Flynn, B.B.1    Schroeder, R.G.2    Sakakibara, S.3
  • 14
    • 0000771343 scopus 로고
    • Consumer skepticism of advertising claims: testing hypothesis from economics of information
    • Ford, G., Smith, D. and Swasy, J. (1990), “Consumer skepticism of advertising claims: testing hypothesis from economics of information”, Journal of Consumer Research, Vol. 16 No. 4, pp. 433-41.
    • (1990) Journal of Consumer Research , vol.16 , Issue.4 , pp. 433-441
    • Ford, G.1    Smith, D.2    Swasy, J.3
  • 15
    • 12344262759 scopus 로고    scopus 로고
    • The effects of design quality on quality performance
    • Fynes, B. and De Burca, S. (2005), “The effects of design quality on quality performance”, International Journal of Production Economics, Vol. 96 No. 1, pp. 1-14.
    • (2005) International Journal of Production Economics , vol.96 , Issue.1 , pp. 1-14
    • Fynes, B.1    De Burca, S.2
  • 16
    • 1542553670 scopus 로고
    • Product quality: an important strategic weapon
    • Garvin, D.A. (1984), “Product quality: an important strategic weapon”, Business Horizons, Vol. 27 No. 3, pp. 40-3.
    • (1984) Business Horizons , vol.27 , Issue.3 , pp. 40-43
    • Garvin, D.A.1
  • 17
    • 0002396653 scopus 로고
    • Competing on the eight dimensions of quality
    • Garvin, D.A. (1987), “Competing on the eight dimensions of quality”, Harvard Business Review, Vol. 65 No. 6, pp. 101-9.
    • (1987) Harvard Business Review , vol.65 , Issue.6 , pp. 101-109
    • Garvin, D.A.1
  • 18
    • 0032395145 scopus 로고    scopus 로고
    • Relational benefits in services industries: the customer's perspective
    • Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), “Relational benefits in services industries: the customer's perspective”, Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-14.
    • (1998) Journal of the Academy of Marketing Science , vol.26 , Issue.2 , pp. 101-114
    • Gwinner, K.P.1    Gremler, D.D.2    Bitner, M.J.3
  • 19
    • 0345851249 scopus 로고
    • Total quality management: empirical, conceptual, and practical issues'
    • Hackman, J. and Wageman, R. (1995), “Total quality management: empirical, conceptual, and practical issues'”, Administrative Science Quarterly, Vol. 40 No. 2, pp. 309-42.
    • (1995) Administrative Science Quarterly , vol.40 , Issue.2 , pp. 309-342
    • Hackman, J.1    Wageman, R.2
  • 20
    • 0342520801 scopus 로고    scopus 로고
    • Evaluation of product usability: development and validation of usability dimensions and design elements based upon empirical models
    • Han, S.H., Yun, M.H., Kim, K. and Kwahk, J. (2000), “Evaluation of product usability: development and validation of usability dimensions and design elements based upon empirical models”, International Journal of Industrial Ergonomics, Vol. 26, pp. 477-88.
    • (2000) International Journal of Industrial Ergonomics , vol.26 , pp. 477-488
    • Han, S.H.1    Yun, M.H.2    Kim, K.3    Kwahk, J.4
  • 21
    • 84986036629 scopus 로고    scopus 로고
    • Implementing effective total quality management (TQM) programs and financial performance: a synthesis of evidence from quality award winners
    • What Works at Work – The Bottom Line Implications of Workplace Practices, edited by Casey Ichniowski, Thomas Kochan, David Levine, Craif Olson, and George Strauss, Cambridge University Press, Cambridge
    • Hendricks, K.B. and Singhal, V.R. (2000), “Implementing effective total quality management (TQM) programs and financial performance: a synthesis of evidence from quality award winners”, What Works at Work – The Bottom Line Implications of Workplace Practices, edited by Casey Ichniowski, Thomas Kochan, David Levine, Craif Olson, and George Strauss, Cambridge University Press, Cambridge, pp. 234-72.
    • (2000) , pp. 234-272
    • Hendricks, K.B.1    Singhal, V.R.2
  • 22
    • 0032623046 scopus 로고    scopus 로고
    • Service quality and customer satisfaction: an assessment and future directions
    • Hernan, P., Nitecki, D.A. and Altman, E. (1999), “Service quality and customer satisfaction: an assessment and future directions”, Journal of Academic Librarianship, Vol. 25 No. 1, pp. 9-17.
    • (1999) Journal of Academic Librarianship , vol.25 , Issue.1 , pp. 9-17
    • Hernan, P.1    Nitecki, D.A.2    Altman, E.3
  • 24
    • 33645732980 scopus 로고    scopus 로고
    • Consumer-based assessment of product creativity: a review and reappraisal
    • Horn, D. and Salvendy, G. (2006), “Consumer-based assessment of product creativity: a review and reappraisal”, Human Factors and Ergonomics in Manufacturing, Vol. 16 No. 2, pp. 155-75.
    • (2006) Human Factors and Ergonomics in Manufacturing , vol.16 , Issue.2 , pp. 155-175
    • Horn, D.1    Salvendy, G.2
  • 26
    • 3042533104 scopus 로고    scopus 로고
    • Consumer inference: a review of processes, bases, and judgment contexts
    • Kardes, F.R., Posavac, S.S. and Cronley, M.L. (2004), “Consumer inference: a review of processes, bases, and judgment contexts”, Journal of Consumer Psychology, Vol. 14 No. 3, pp. 230-56.
    • (2004) Journal of Consumer Psychology , vol.14 , Issue.3 , pp. 230-256
    • Kardes, F.R.1    Posavac, S.S.2    Cronley, M.L.3
  • 27
    • 79953281868 scopus 로고    scopus 로고
    • Development, validity and reliability of perceived service quality in retail banking and its relationship with perceived value and customer satisfaction
    • Korda, A.P. and Snoj, B. (2010), “Development, validity and reliability of perceived service quality in retail banking and its relationship with perceived value and customer satisfaction”, Managing Global Transactions, Vol. 8 No. 2, pp. 187-205.
    • (2010) Managing Global Transactions , vol.8 , Issue.2 , pp. 187-205
    • Korda, A.P.1    Snoj, B.2
  • 28
    • 0002303124 scopus 로고
    • Triumph of the lean production system
    • Krafcik, J.F. (1988), “Triumph of the lean production system”, Sloan Management Review, Vol. 30 No. 1, pp. 41-52.
    • (1988) Sloan Management Review , vol.30 , Issue.1 , pp. 41-52
    • Krafcik, J.F.1
  • 29
    • 80053082262 scopus 로고
    • Factors affecting customer evaluation of service quality in travel agencies: an investigation of customer perceptions
    • LeBlanc, G. (1992), “Factors affecting customer evaluation of service quality in travel agencies: an investigation of customer perceptions”, Journal of Travel Research, Vol. 30 No. 4, pp. 10-16.
    • (1992) Journal of Travel Research , vol.30 , Issue.4 , pp. 10-16
    • LeBlanc, G.1
  • 30
    • 51249174014 scopus 로고
    • Consumer religiosity and retail store evaluative criteria
    • McDaniel, S.W. and Burnett, J.J. (1990), “Consumer religiosity and retail store evaluative criteria”, Journal of the Academy of Marketing Science, Vol. 18 No. 2, pp. 101-12.
    • (1990) Journal of the Academy of Marketing Science , vol.18 , Issue.2 , pp. 101-112
    • McDaniel, S.W.1    Burnett, J.J.2
  • 32
    • 84986029575 scopus 로고
    • Information and consumer behavior
    • Nelson, P. (1970), “Information and consumer behavior”, Journal of Political Economy, Vol. 78 No. 2, pp. 311-29.
    • (1970) Journal of Political Economy , vol.78 , Issue.2 , pp. 311-329
    • Nelson, P.1
  • 33
    • 84986129616 scopus 로고
    • Advertising as information
    • Nelson, P. (1974), “Advertising as information”, Journal of Political Economy, Vol. 81 No. 2, pp. 729-54.
    • (1974) Journal of Political Economy , vol.81 , Issue.2 , pp. 729-754
    • Nelson, P.1
  • 35
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9.
    • (1980) Journal of Marketing Research , vol.17 , Issue.4 , pp. 460-469
    • Oliver, R.L.1
  • 36
    • 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, Vol. 49 No. 4, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.4 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 37
    • 51249182062 scopus 로고
    • Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfaction
    • Parkash, V. (1984), “Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfaction”, Journal of the Academy of Marketing Science, Vol. 18 No. 4, pp. 63-76.
    • (1984) Journal of the Academy of Marketing Science , vol.18 , Issue.4 , pp. 63-76
    • Parkash, V.1
  • 38
    • 0031219788 scopus 로고    scopus 로고
    • A multidimensional approach to manufacturing quality
    • Paulson-Gjerde, K.A. and Slotnick, S.A. (1997), “A multidimensional approach to manufacturing quality”, Computers Industrial Engineering, Vol. 32 No. 4, pp. 879-89.
    • (1997) Computers Industrial Engineering , vol.32 , Issue.4 , pp. 879-889
    • Paulson-Gjerde, K.A.1    Slotnick, S.A.2
  • 39
    • 84989040364 scopus 로고
    • Total quality management as competitive advantage: a review and empirical study
    • Powell, T. (1995), “Total quality management as competitive advantage: a review and empirical study”, Strategic Management Journal, Vol. 16 No. 1, pp. 15-37.
    • (1995) Strategic Management Journal , vol.16 , Issue.1 , pp. 15-37
    • Powell, T.1
  • 41
    • 69849103695 scopus 로고    scopus 로고
    • Relative importance of service quality
    • Sachdev, S.B. and Verma, H.V. (2004), “Relative importance of service quality”, Journal of Services Research, Vol. 4 No. 1, pp. 93-116.
    • (2004) Journal of Services Research , vol.4 , Issue.1 , pp. 93-116
    • Sachdev, S.B.1    Verma, H.V.2
  • 42
    • 84962968942 scopus 로고
    • An instrument for measuring the critical factors of quality management
    • Saraph, G.V.P., Benson, G. and Schroeder, R.G. (1989), “An instrument for measuring the critical factors of quality management”, Decision Sciences, Vol. 20 No. 4, pp. 810-29.
    • (1989) Decision Sciences , vol.20 , Issue.4 , pp. 810-829
    • Saraph, G.V.P.1    Benson, G.2    Schroeder, R.G.3
  • 43
    • 84992703026 scopus 로고    scopus 로고
    • The relationship between extrinsic attributes of product quality with brand loyalty on Malaysia national brand motorcycle/scooter
    • Shasharudin, M.R., Hassan, A.A., Mansor, S.W., Elias, S.J., Harun, E.H. and Aziz, N.A. (2010), “The relationship between extrinsic attributes of product quality with brand loyalty on Malaysia national brand motorcycle/scooter”, Canadian Social Science, Vol. 6 No. 3, pp. 165-75.
    • (2010) Canadian Social Science , vol.6 , Issue.3 , pp. 165-175
    • Shasharudin, M.R.1    Hassan, A.A.2    Mansor, S.W.3    Elias, S.J.4    Harun, E.H.5    Aziz, N.A.6
  • 44
    • 84986142178 scopus 로고    scopus 로고
    • Toward developing a measure of search, experience, and credence qualities for products and services
    • Southwest Management Association, San Antonio, TX
    • Smith, R. and Bush, A.J. (2000), “Toward developing a measure of search, experience, and credence qualities for products and services”, Conference Proceedings, Southwest Management Association, San Antonio, TX.
    • (2000) Conference Proceedings
    • Smith, R.1    Bush, A.J.2
  • 45
    • 0036465623 scopus 로고    scopus 로고
    • Quality management re-visited: a reflective review and agenda for future research
    • Sousa, R. and Voss, C.A. (2002), “Quality management re-visited: a reflective review and agenda for future research”, Journal of Operations Management, Vol. 20 No. 1, pp. 91-109.
    • (2002) Journal of Operations Management , vol.20 , Issue.1 , pp. 91-109
    • Sousa, R.1    Voss, C.A.2
  • 46
    • 0002734011 scopus 로고
    • The economics of information
    • Stigler, G. (1961), “The economics of information”, Journal of Political Economy, Vol. 69 No. 3, pp. 213-25.
    • (1961) Journal of Political Economy , vol.69 , Issue.3 , pp. 213-225
    • Stigler, G.1
  • 47
    • 0002275763 scopus 로고
    • Information in the labor market
    • Stigler, G. (1962), “Information in the labor market”, Journal of Political Economy, Vol. 70 No. 5, pp. 213-25.
    • (1962) Journal of Political Economy , vol.70 , Issue.5 , pp. 213-225
    • Stigler, G.1
  • 48
    • 0006287881 scopus 로고    scopus 로고
    • Development of a multi-dimensional measure of perceived product quality
    • Stone-Remero, E., Stone, D.L. and Grewal, D. (1997), “Development of a multi-dimensional measure of perceived product quality”, Journal of Quality Management, Vol. 2 No. 1, pp. 87-111.
    • (1997) Journal of Quality Management , vol.2 , Issue.1 , pp. 87-111
    • Stone-Remero, E.1    Stone, D.L.2    Grewal, D.3
  • 49
    • 0038007794 scopus 로고    scopus 로고
    • A conceptualization of the relationship between service quality and visitor satisfaction, and their links to destination selection
    • Tian-Cole, S. and Crompton, J.L. (2003), “A conceptualization of the relationship between service quality and visitor satisfaction, and their links to destination selection”, Leisure Studies, Vol. 22 No. 1, pp. 65-80.
    • (2003) Leisure Studies , vol.22 , Issue.1 , pp. 65-80
    • Tian-Cole, S.1    Crompton, J.L.2
  • 50
    • 0002578897 scopus 로고
    • How consumer evaluation processes differ between goods and services
    • in Donnelly, J.H. and George, W.R. (Eds), American Marketing Association Proceedings Series, Chicago, IL
    • Zeithaml, V.A. (1981), “How consumer evaluation processes differ between goods and services”, in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association Proceedings Series, Chicago, IL.
    • (1981) Marketing of Services
    • Zeithaml, V.A.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.