Investigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to restaurants that varied along different levels of price, speed of service, quality of food, courtesy of server and...

The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years,...

The issue of measuring service quality has been widely debated in the literature. Two main scales have been developed and criticized in the last few years: SERVQUAL and SERVPERF. Attempts to identify which one of these scales would be best suited for the purpose of Australian advertising...

Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services,...

A survey with 1,000 of the “top” service industry firms in the UK allowed the development of a checklist and benchmark results that enable managers to assess their firms’ service reliability without the need of external customer surveys. Offers research‐based evidence for the often...

Focusses attention on service value as a construct which may help explain consumer decision making; however, to date this attention has been largely conceptual. Finds from the results of two empirical studies that models of consumer decision‐making which include service value explain...

Contemporary research on service quality and satisfaction has limitations. First, current satisfaction models treat the consumer as an isolated individual, not considering the social context of the service provision. Second, while satisfaction and quality are thought to be process outcomes, the...

Services touch the lives of every person in every country every day. Today, intense global competition and increasing customer expectation have forced service firms to adopt various quality improvement approaches in retaining their competitive positions. Perhaps the most commonly used method for...

Service quality has been widely examined in the area of consumer research. The SERVQUAL scale, in particular, has been used to examine consumer perceptions of service quality as well as the communication of service quality cues in advertising. The literature suggests that service quality is an...

One of the most unexamined assumptions marketing firms have made in recent years is that satisfaction alone will guarantee customer loyalty. Our research questions this assumption. We explored the correspondence between customer satisfaction and loyalty, and found as many as half of the...