An exploratory study of the effects of experience on consumer perceptions of the service quality construct

Managing Service Quality: An International Journal

Volumn 13, Issue 3, 2003, Pages 187-196

  O’Neill, Martin ^a   Palmer, Adrian ^b  

^a AUBURN UNIVERSITY   (United States)

^b UNIVERSITY OF GLOUCESTERSHIRE   (United Kingdom)

Author keywords

Consumers; Experience; Perception; Service quality

Indexed keywords

EID: 84986173891     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520310476454     Document Type: Article

References (45)

1. Andersson, T.D. (1992), “Another model of service quality: a model of causes and effects of service quality tested on a case within the restaurant industry”, in Ed. Kunst, P. and Ed. Lemmink, J. (Eds), Quality Management in Service, van Goraum, Assen, pp. 41-48.
2. Arora, R. (1982), “Validation of an S-O-R model for situation, enduring and response components of involvement”, Journal of Marketing Research, Vol. 19, pp. 505-16.
3. Assael, H. (1992), Consumer Behavior and Marketing Action, 4th ed., PWS-Kent Publishing, Boston, MA.
4. Babakus, E. and Boller, G. (1992), “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24, May, pp. 253-68.
5. Berry, L.L., Parasuraman, A. and Zeithaml, V. (1988), “The service quality puzzle”, Business Horizons, Vol. 28 No, 5, pp. 35-43.
6. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985), “Quality counts in services too”, Business Horizons, Vol. 28 No. 3, May-June, pp. 44-52.
7. Bloch, P.H. and Richins, M.L. (1983), “A theoretical model for the study of product importance perceptions”, Journal of Marketing, Vol. 47, Summer, pp. 69-81.
8. Blythe, J. (1997), The Essence of Consumer Behaviour, Prentice-Hall, London.
9. Boulding, W., Kalra, A. and Staelin, R. (1999), “The quality double whammy”, Marketing Science, Vol. 18 No. 4, pp. 463-84.
10. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioural intentions”, Journal of Marketing Research, Vol. 30 No. 1, pp. 7-27.
11. Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, pp. 33-55.
12. Chisnall, P.M. (1985), Marketing: a Behavioural Analysis, McGraw-Hill Book Company (UK), Maidenhead.
13. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
14. Cronin, J.J. and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality”, Journal of Marketing, Vol. 58 No. 1, pp. 125-31.
15. De Bono, E. (1977), Lateral Thinking, Penguin, Harmondsworth.
16. Finn, D.W. and Lamb, C.W. (1991), “An evaluation of SERVQUAL scales in a retailing setting”, in Ed. Holman, R.H. and Ed. Solomon, M.R. (Eds), Advances in Consumer Research, Vol. 18, Association for Consumer Research, Provo, UT, pp. 483-90.
17. Gabbie, O. and O’Neill, M. (1997), “SERVQUAL and the Northern Ireland hotel sector: a comparative analysis”, Managing Service Quality, Vol. 7 No. 1, pp. 43-49.
18. Grönroos, C. (1983), Strategic Management and Marketing in the Service Sector, Report No. 83-104, Swedish School of Economics and Business Administration, Helsingfors.
19. Grönroos, C. (1988), “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9 No. 3, pp. 10-13.
20. Grönroos, C. (1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition, Lexington Books, Lexington, MA.
21. Hintzman, D.L. (1978), The Psychology of Learning and Memory, W.H. Freeman and Company, San Francisco, CA.
22. Hoch, S.J. and Ha, Y.W. (1986), “Consumer learning: advertising and the ambiguity of product experience”, Journal of Consumer Research, Vol. 13, September, pp. 221-33.
23. Iacobucci, D., Grayson, K.A. and Omstrom, O.L. (1994), “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”, in Ed. Swartz, T.A., Ed. Bowen, D.E. and Ed. Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press, Greenwich CT, pp. 16-84.
24. Katz, E. (1968), “On reopening the question of selectivity in exposure to mass communications”, in Ed. Abelson, I. (Ed.), Theories of Cognitive Consistency: A Source Book, Rand McNally, Chicago, IL.
25. Lehtinen, U. and Lehtinen, J.R. (1991), “Two approaches to service quality dimensions”, The Service Industries Journal, Vol. 11, July, pp. 287-303.
26. McKenna, E.F. (1988), Psychology in Business, LEA, London.
27. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill Book Company, New York, NY.
28. Oberoi, U. and Hales, C. (1990), “Assessing the quality of the conference hotels service product: towards an empirically based model”, Service Industries Journal, Vol. 10 No. 4, pp. 700-21.
29. Onkvisit, S. and Shaw, J.J. (1994), Consumer Behavior: Strategy and Analysis, Macmillan, New York, NY.
30. 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, Fall, pp. 41-50.
31. Parasuraman, A., Zeithaml, V. and Berry, L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for future research”, Journal of Marketing, Vol. 59, January, pp. 111-24.
32. Pavlov, I.P. (1927), Conditioned Reflexes, Oxford University Press, New York, NY.
33. Saleh, F. and Ryan, C. (1991), “Analysing service quality in the hospitality industry using the SERVQUAL model”, The Service Industries Journal, Vol. 11, July, pp. 324-43.
34. Silvestro, R. and Johnston, R. (1990), “The determinants of service quality – hygiene and enhancing factors”, working paper, University of Warwick Business School, Coventry.
35. Sheth, J.N., Newman, B.I. and Gross, B.L. (1991), “Why we buy what we buy: a theory of consumption values”, Journal of Business Research, Vol. 22, pp. 159-70.
36. Skinner, B.F. (1951), “How to teach animals”, Scientific American, Vol. 185, pp. 26-29.
37. Solomon, M.R. (1999), Consumer Behavior, 4th ed., Prentice-Hall, Englewood Cliffs, NJ.
38. Spence, K.W., Farber, I.E. and McFann, H.H. (1956), “The relation of anxiety (drive) level to performance in competitional and non competitional paired – associated learning”, Journal of Experimental Psychology, Vol. 52, pp. 296-305.
39. Sternthal, B. and Craig, C.S. (1982), Consumer Behaviour, An Information Processing Perspective, Prentice-Hall, Englewood Cliffs, NJ.
40. Sultan, F. and Simpson, M.C. (2000), “International airline variants: airline passenger expectations and perceptions of service quality”, Journal of Services Marketing, Vol. 14 No. 3, pp. 188-216.
41. Teas, K.R. (1993), “Consumers’ expectations and the measurement of perceived service quality”, Journal of Professional Services Marketing, Vol. 8 No. 2, pp. 33-53.
42. Tenner, A.R. and DeToro, I.J. (1992), Total Quality Management: Three Steps to Continuous Improvement, Addison-Wesley, Cambridge, MA.
43. Van Der Wagen, L. (1994), Building Quality Service with Competency Based Human Resource Management, Butterworth-Heinemann, Port Melbourne, p. 3.
44. Walker, R.H. (1996), “Towards identifying how visitors to Tasmania define and assess service quality in the hospitality industry”, Australian Journal of Hospitality Management, Vol. 3 No. 2, pp. 27-39.
45. Zeithaml, V.A., Parasuraman, A. and Berry, L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.