Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each...

Presents a model of service quality which is based on both internal and external customer and supplier groups in supply chain partners. Two possible types of internal customers are proposed in intra‐firm inter‐departmental relationships and two types of interaction are proposed in...

Presents the results of a telephone survey of 801 consumers concerning the relationship between bank mergers and service quality perceptions. The setting of the study is a US state which has seen much merger activity. The survey results provide evidence of a significant relationship between bank...

Reports some findings with respect to the possibility of classifying service consumers on the basis of their quality expectations. After reviewing traditional types of market segmentation, two hypotheses related to the applicability of service quality expectations as a grouping variable are...

Managers know that customers’ overall service quality perception and positive behavioral intentions toward the service provider are influenced strongly by effective complaint management. In this paper, we provide and test an explanation for how complaint management influences overall service...

The primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally....

Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service...

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures...

Empirically investigates, using a conjoint methodology, the importance weights given the attributes of quality for acute care hospital services. The study shows consumers evaluated the technical dimensions of nursing care, physician care, and outcome as more important than the accommodation...

As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate...