A.‚ Berry‚ L.L.‚ Zeithaml‚ V.A. (1991b)‚ "Understanding customer Expectations of service quality"‚ Sloan Management Review‚ Vol. 39 pp.39-48. Song‚ Kong and Chen (2008)‚ “Tourist Satisfaction‚ Perceived value and repurchase intentions: The Call of Hong Kong Airline‚ Hotel and Restaurant services”. Journal of China Tourism Research‚ Page 336‚364. ZEITHAML‚ PARASURAMAN and BERRY (1990)‚ “Delivering Quality Services Marketing”‚ (3rd edition)‚ New York: McGraw-Hill. Zeithaml‚ V.A‚ and Berry‚
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References: Andaleeb‚ S. S. (2000). Public and private hospitals in Bangladesh: service quality and predictors of hospital choice Anderson‚ C.‚ and C. P. Zeithaml (1984). Stage of the Product Life Cycle‚ Business Strategy and Business Performance Arzoo Saeed‚ Hajra Ibrahim (2005). Reasons for the Problems faced by Patients in Government Hospitals: results of a survey in a Babakus Emin & Mangold W. Glenn (1992)
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characteristic is intangibility. Moreover‚ it has been said that intangibility is the key to determining whether or not an offering is a service or product (Zeithaml and Bitner‚ 1996). Indeed‚ the broad definition of services implies intangibility as a key determinant of whether an offering is a service or not (Oberoi and Hales‚ 1990; Zeithaml and Bitner‚ 1996). This intangibility characteristic has a profound effect on the marketing of services (Lovelock‚ 1991; Rushton and Carson‚ 1989). This
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satisfaction with some product or service to satisfaction with specific aspects of the product or service (Anderson and Sullivan 1993; DeWulf‚ Odekerken-Schröder‚ and Iacobucci 2001; Garbarino and Johnson 1999; Oliver 1980‚ 1993; Parsuraman‚ Berry‚ and Zeithaml 1988‚ 1991). Customers may explain their satisfaction with a product or service in terms of specific aspects such as the product attributes‚ price‚ customer service‚ or a combination of these various features. The objective of such studies is to
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Pricing objectives and pricing methods in the services sector George J. Avlonitis and Kostis A. Indounas Department of Marketing and Communication‚ Athens University of Economics and Business‚ Athens‚ Greece Abstract Purpose – The purpose of this research paper is to explore the pricing objectives that service companies pursue along with the pricing methods that they adopt in order to set their prices. Design/methodology/approach – An extensive review of the literature revealed the complete
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2000). 8. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000)‚ 9. Customer satisfaction is influenced by customers’ perceptions of quality (Zeithaml and Bitner‚ 2000). Service quality is an antecedent of the broader concept of customer satisfaction (Gotlieb et al.‚ 1994; Buttle‚ 1996; Zeithaml and Bitner‚ 1996; Lee et al.‚ 2000)
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strategy. This is evident in the following statement‚ “Managers determined that if the bank were to be true to its values‚ it would have to deliver service differently from both how it had in the past‚ and how other banks delivered service.” (P.573‚ Zeithaml‚ Bitner‚ Gremler). Their differentiation strategy is referred to in the text as ‘operationalized’ meaning they were looking to turn variables into measurable factors. Jyske Bank also had their core values which guides all aspects of the organization’s
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(Fig. 1; Parasuraman‚ Zeithaml‚ Berry‚ 1985). Customer Gap = f (Gap 1‚ Gap 2‚ Gap 3‚ Gap 4) The magnitude and the direction of each gap will affect the service quality. For instance‚ Gap 3 will be favourable if the delivery of a service exceeds the standards of service required by the organization‚ and it will be unfavourable when the specifications of the service delivered are not met. Fig. 1: The Integrated Gaps Model of Service Quality (Parasuraman‚ Zeithaml‚ Berry 1985)
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The Special Issue on Contemporary Issues in Business and Economics © Centre for Promoting Ideas‚ USA Consumers’ Purchase Intentions in Fast Food Restaurants: An Empirical Study on Undergraduate Students Huam Hon Tat * Seng Sook-Min Thoo Ai-Chin Amran Rasli Abu Bakar Abd Hamid Department of Management Faculty of Management and Human Resource Development Universiti Teknologi Malaysia‚ 81310 UTM Skudai‚ Johor‚ Malaysia Phone: +607-5531816‚ E-mail: huam@utm.my‚* Abstract The fast food industry
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Gaps model of Service Quality The success of 7-eleven The Gaps model of service quality was first developed by Parasuraman‚ Berry and Zeithaml in 1985 and more recently described in Zeithml and Bitner in 2003. The model identifies four spectfic gaps leading to a fifth overall gap between customers’ expectations and perceived service. Knowledge gap The first gap may occur when management identify the customer’s expectation inaccurately. When the customer expectation has difference with the management
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