Table of contents
Benchmarking measures of customer satisfaction, quality and performance for new financial service products
Scott Edgett, Kim SnowAddresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction…
Determining advertising budgets for service enterprises
Ann Fairhurst, Myron Gable, Roger DickinsonWhile numerous classifications have been proposed to differentiate goods from services, equivalent research on classification systems that could be used both for goods and…
Classifying services from a consumer perspective
Roxanne Stell, Casey L. DonohoServices research to date has focussed mainly on utilitarian service encounters of relatively short duration. Leisure services, on the other hand, generally require customers to…
The effect of the servicescape on customers’ behavioral intentions in leisure service settings
Kirk L. Wakefield, Jeffrey G. BlodgettSERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent…
SERVQUAL revisited: a critical review of service quality
Patrick Asubonteng, Karl J. McCleary, John E. SwanAs competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum