Journal of Services Marketing,
Год журнала:
2007,
Номер
21(6), С. 410 - 423
Опубликована: Сен. 18, 2007
Purpose
This
study
aims
to
examine
the
applicability
of
key
measures
service
quality
and
customer
satisfaction
in
a
cross‐cultural
setting,
first
establishing
measurement
equivalence
then
investigating
impact
culture
on
these
measures.
Design/methodology/approach
Using
scenarios
involving
visit
dentist's
office,
respondents
from
Germany,
Japan,
USA
participated
2
×
factorial
experiment
which
authors
manipulated
both
expectations
(low/high)
performance
(low/high).
Findings
Regardless
expectations,
when
was
low,
low‐context
(USA
Germany)
perceived
lower
than
did
high‐context
country
(Japan),
but
gave
higher
ratings
Japanese
high.
Practical
implications
The
findings
this
highlight
necessity
considering
interpreting
ratings.
Originality/value
research
adds
credence
paramount
role
plays
consumers'
satisfaction.
International Journal of Market Research,
Год журнала:
2013,
Номер
55(2), С. 227 - 246
Опубликована: Март 1, 2013
Defining
and
improving
customer
experience
is
a
growing
priority
for
market
research
because
replacing
quality
as
the
competitive
battleground
marketing.
Service
an
outgrowth
of
total
management
(TQM)
movement
1980s
suffers
from
that
movement's
focus
on
provider
rather
than
value
derived
by
customers.
Researchers
today
state
generated
through
longer
process
company–customer
interaction
across
multiple
channels,
both
functional
emotional
clues.
Our
with
practitioners
indicates
most
firms
use
satisfaction,
or
its
derivative
Net
Promoter
Score,
to
assess
their
customers'
experiences.
We
question
this
practice
based
conceptual
gap
between
these
measures
experience.
In
IJMR
53,
6
(2011),
we
introduce
new
measure
appropriate
modern
conceptualisation
experience:
(EXQ)
scale.
article
extend
work
compare
EXQ's
predictive
power
satisfaction.
establish
EXQ
better
explains
predicts
both,
loyalty
recommendations,
Journal of the Academy of Marketing Science,
Год журнала:
2017,
Номер
45(6), С. 884 - 905
Опубликована: Май 18, 2017
Driven
by
the
proliferation
of
augmented
reality
(AR)
technologies,
many
firms
are
pursuing
a
strategy
service
augmentation
to
enhance
customers'
online
experiences.
Drawing
on
situated
cognition
theory,
authors
show
that
AR-based
enhances
customer
value
perceptions
simultaneously
providing
simulated
physical
control
and
environmental
embedding.
The
resulting
authentic
experience,
manifested
in
feeling
spatial
presence,
functions
as
mediator
also
predicts
decision
comfort.
Furthermore,
effect
presence
utilitarian
is
greater
for
customers
who
disposed
toward
verbal
rather
than
visual
information
processing,
positive
comfort
attenuated
privacy
concerns.
Managing Service Quality,
Год журнала:
2009,
Номер
19(3), С. 308 - 331
Опубликована: Май 9, 2009
Purpose
The
purpose
of
this
paper
is
to
develop
and
test
a
conceptual
model
the
relationships
among
constructs
“service
quality”,
“emotional
satisfaction”,
“behavioural
intention”
in
hospitality
industry.
Design/methodology/approach
study
utilises
review
literature
propose
that
postulates
that:
service
quality
positively
related
consumers'
emotions;
behavioural
intentions;
emotions
are
intentions.
Moreover,
emotional
satisfaction
partially
mediates
effect
on
tested
an
empirical
with
data
from
survey
200
Canadian
travellers.
Findings
All
hypothesised
supported.
results
confirm
exerts
both
direct
indirect
effects
(through
satisfaction)
Research
limitations/implications
Future
research
should
focus
role
experience
variety
settings.
Originality/value
provides
valuable
insights
into
hotel
experience.
Emotional
makes
significant
contribution
prediction
intentions
(such
as
loyalty,
word
mouth,
willingness
pay
more).
Managing Service Quality,
Год журнала:
2009,
Номер
19(3), С. 350 - 372
Опубликована: Май 15, 2009
Abstract
Purpose
–
The
purpose
of
this
paper
is
to
examine
the
relationships
among
constructs
service
quality,
satisfaction,
and
behavioural
intentions
in
passengers
three
low‐cost
carriers
(LCCs)
offering
airline
services
Thailand.
Design/methodology/approach
A
large
sample
1,212
who
had
travelled
on
LCCs
Thailand
preceding
12
months
surveyed
test
four
hypothesised
using
structural
equation
modelling
(SEM).
Findings
study
finds
that
order
importance
dimensions
quality
tested
here
is:
flight
schedules;
attendants;
tangibles;
ground
staff.
Passenger
satisfaction
with
these
service‐quality
found
be
very
important
explaining
intentions.
Satisfied
are
mostly
influenced
by
schedule.
Such
customers
engage
positive
word‐of‐mouth
communication
have
high
repurchase
Dissatisfied
prefer
change
airlines,
rather
than
provide
feedback
LCCs.
Research
limitations/implications
has
not
definitively
established
causality
Moreover,
based
only
quality.
Future
research
should
other
possible
factors.
Practical
implications
Managers
traditionally
placed
a
priority
aware
passenger
determining
Originality/value
provides
an
example
use
revised
set
SERVPERF
dimensions.
also
posits
single
model
context
