Results 81 to 90 of about 60,391 (165)
Kvalitativna primjena SERVQUAL modela u hotelskoj industriji
Tourism and hospitality management, 2005 U radu se prikazuju rezultati kvalitativne primjene SERVQUAL modela (Parasuraman et al., 1988) u hotelskoj industriji. Istraživanje je provedeno u svibnju 2002. godine, na prigodnom uzorku od devet menadžera hotelima Opatijske rivijere. U ispitivanju menadžera koristila su se dva strukturirana i jedan polustrukturirani SERVQUAL upitnik.
openaire +3 more sources
Pengembangan Instrumen Antecedent Gap ServQual
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 2014 Di tengah-tengah persaingan yang demikian ketat, dengan menggunakan metode Antecedent Gap ServQual dan deskriptif analisis, maka, tampak dengan jelas betapa keunggulan yang kompetitif menjadi acuan bagi segenap Awak Kabin.
Dewi Nusraningrum +2 more
openaire +1 more source
When excessive service turns bad: Service alignment for transaction‐specific needs
Journal of Consumer Behaviour, Volume 24, Issue 1, Page 109-125, January 2025.Abstract Service firms strive to meet and exceed customers' expectations, but more services are not always welcome. To answer the question why extra services may not always lead to positive service evaluations, we examined the effectiveness of service alignment with transaction‐specific needs as a reference standard for service evaluations and ...
Kawon Kim, Haemoon Oh
wiley +1 more source
The effect of national culture on information flow [PDF]
, 2011 The primary purpose of this paper is to test the effect of national culture on service provision within Islamic Insurance(Takaful). This paper seeks to incorporate the following constructs: Power distance, information gap and information flow as an ...
Dennis, C
core
QeiosThis paper proposes an update to enhance SERVQUAL’s capabilities. Service logic stipulates that service is not a unilateral process, but co-created between provider and customer. This principle reveals an omission in SERVQUAL. It overlooks a customer-failure gap, _i.e._ a customer’s deficient and flawed co-creation. To address this omission, we propose
Victor Tang, Gendao Li
openaire +1 more source
Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm [PDF]
, 2006 . In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects.
Bolten, Jan +2 more
core
Information Systems Service Quality Measurement: The Evolution of The SERVQUAL Instrument [PDF]
, 2004 Due to the increasing service component of information technology, service quality measurement has become increasingly important as IS practitioners attempt to increase service quality to customers.
Whitten, Dwayne
core +1 more source
Integrating customer relationship management strategies in (B2C) e-commerce environments
, 2003 Creating value and generating a total customer experience(TCE ) is important for E -Commerce in order to attract customers. However, with increasing competition in the marketplace, it is becoming increasingly difficult to retain customers.
Dawson, Liisa +2 more
core
The Power of Interfacing Departments in Shaping B2B Customer Satisfaction [PDF]
, 2003 Extant research identifies service quality and service encounter perceptions as the key determinants of satisfaction. However, no study in a business-to-business environment has examined the simultaneous effect of these two determinants on overall ...
Durvasula, Srinivas +2 more
core +1 more source
Approaches to quality management in hotel industry
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2013 The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness ...
Kateřina Ryglová +2 more
doaj +1 more source