Purpose – This paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction. Design/methodology/approach – A qualitative study helped generate a list of the attributes that contribute to overall satisfaction with hotel services. Then a Tetraclasse...

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...

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...

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...

Although the verbal components of service encounters have been investigated, the nonverbal aspects of employee‐customer interactions have remained virtually unexplored in the marketing literature. Thus, the purpose of this paper is to explore the importance of service employees’ nonverbal...

An experiment was conducted to examine the relationship between patient satisfaction and patients’ freedom to choose a physician and the outcome of a health service encounter. Each construct with corresponding measurements is discussed and their relationship with satisfaction is reviewed....

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized)...