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Service guarantees: A strategic mechanism to minimise customers' perceived risk in service organisations

Kandampully, Jay; Butler, Liam - 2001

Service offerings are largely intangible in nature. Customers are thus unable to assess the purchase outcome prior to experience, rendering the risk of possible customer dissatisfaction very high. It is argued that the concept of service guarantees proposed by services management theory can be...

Persistent link: https://www.econbiz.de/10009447986

Consumer perceptions of supermarket service quality : scale development, measurement and validation / Manilall Dhurup

Dhurup, Manilall - 2003

dimensions, namely reliability, atmospherics and policy. Continatory factor analysis was further undertaken in order to establish … the overall model fit in terms of the three dimensions. Empirical evidence suggests, that the reliability, atmospherics … and policy dimensions are all positively associated with consumers' perceptions of overall service quality. Reliability …

Persistent link: https://www.econbiz.de/10009456107

Service Quality and Customer Satisfaction: An Empirical Investigation on Public Sector Banks in Odisha

Patra, Soumendra Kumar; Dash, Ajitab - 2014

, multiple regression analysis is used to anticipate the impact of the quality dimensions, viz. tangibility, reliability …

Persistent link: https://www.econbiz.de/10011315497

Service Quality and Customer Satisfaction: An Empirical Investigation on Public Sector Banks in Odisha

Patra, Soumendra Kumar; Dash, Ajitab - 2014

, multiple regression analysis is used to anticipate the impact of the quality dimensions, viz. tangibility, reliability …

Persistent link: https://www.econbiz.de/10011531827

Reduced audit quality behavior among auditors in Uganda

Kasigwa, Gerald; Munene, John C.; Ntayi, Joseph Mpeera; … - In: African journal of accounting, economics, finance and … 9 (2013) 9, pp. 25-37

Persistent link: https://www.econbiz.de/10010241901

Passengers' perceived service quality : a construct validation

Dhawan, Ritu; Sandhu, H. S. - In: Business analyst : a refereed journal of Shri Ram … 36 (2015) 1, pp. 82-105

Persistent link: https://www.econbiz.de/10011533006

The impact of workaround difficulty on frontline employees’ response to operational failures : a laboratory experiment on medication administration

Tucker, Anita L. - In: Management science : journal of the Institute for … 62 (2016) 4, pp. 1124-1144

Persistent link: https://www.econbiz.de/10011470674

Seeking high reliability in primary care : leadership, tools, and organization

Weaver, Robert R. - In: Health care management review : HCM review 40 (2015) 3, pp. 183-192

Persistent link: https://www.econbiz.de/10011296136

Culture and retail service quality perceptions : a study on Indian small retail sector

Khare, Arpita - In: International journal of business competition and … 3 (2014) 4, pp. 309-329

Persistent link: https://www.econbiz.de/10011290200

Factors affecting individual customer satisfaction with the service quality of Vietnamese banks

Dong Van Vu; Lien Thi Thuy Le; Thang Quoc Nguyen; … - In: International journal of management concepts and … 14 (2021) 3, pp. 193-211

Persistent link: https://www.econbiz.de/10012671185