In Service Perception Counts
Tags: MARKETING; QUALITY of service; CUSTOMER services; PERFORMANCE evaluation; CONSUMERS -- Attitudes; CUSTOMER satisfaction; REPRINTS (Publications)
Related Articles
- The Robustness of the Effects of Consumers' Participation in Market Research:The Case of Service Quality Evaluations. Ofir, Chezy; Simonson, Itamar; Yoon, Song-Oh // Journal of Marketing;Nov2009, Vol. 73 Issue 6, p105
The authors propose that participation in market research can determine consumers' experiences with and evaluations of marketing services/products. Building on and extending a prior finding that expectation to evaluate a service (or product) leads to more negative evaluations, this research...
- SERVPERF VERSUS SERVQUAL: A MARKETING MANAGEMENT DILEMMA WHEN ASSESSING SERVICE QUALITY. Elliott, Kevin M. // Journal of Marketing Management (10711988);Fall/Winter1994, Vol. 4 Issue 2, p56
Major concerns are being voiced in the marketing literature regarding conceptual, methodological, and practical issues of measuring service quality. This paper addresses the practical usefulness to marketing managers of measuring performance perceptions only (SERVPERF) versus customer...
- Service quality requires strategy and tactics. Becker, Emil E. // Marketing News;1/29/96, Vol. 30 Issue 3, p4
The article focuses on several methods to measure the quality of service. One method is strategic customer satisfaction measurement (SCS) which provides a periodic, overall evaluation of service quality. Another approach, tactical customer satisfaction measurement (TCS), deals with the...
- Understanding e-quality. // Marketing Management;Sep/Oct2006, Vol. 15 Issue 5, p4
The article presents a discussion from the Marketing Science Institute on web customer satisfaction. Companies with web services must understand the ways in which consumers perceive and rate online customer service in order to deliver superior service quality. A 22 item scale called E-S-QUAL...
- The quality of your work may not be enough. Marconi, Joe // Tire Business;9/29/2008, Vol. 26 Issue 13, p9
The article presents a reprint of a column that appeared in AutoShopOwner's September 2008 e-mail newsletter and on the Web site. The author describes how customers can be lost due to inferior customer service, apathy and indifference in the tire industry. Automotive service shop owners are said...
- Consumers Perception on Prepaid Cards: Survey and Analysis. Khairuddin, Mohammad Adib; Shukran, Mohd Afizi Mohd; Maskat, Kamaruzaman; Isa, Mohd Rizal Mohd // Modern Applied Science;Jan2012, Vol. 6 Issue 1, p131
The prepaid card market is growing rapidly. Its features have attracted many consumers. As a result, consumers require high quality services from prepaid cards companies. Moreover, high demand in surveys and feedbacks are required so that high quality of prepaid card services can be achieved in...
- Consumer Perceptions of Service Quality: A Cross-National Analysis. Agarwal, James; Malhotra, Naresh K.; Bolton, Ruth N. // Advances in Consumer Research - Asia-Pacific Conference Proceedi;2009, Vol. 8, p19
Global trade in services is growing faster than other areas and accounts for one fifth of world trade and almost two-thirds of the world's total output. This growth in world trade has resulted in an increasing trend towards internationalization of services (Cicic, Patterson, and Shoham 1999) in...
- Coming of age. Higgins, Kevin T. // Marketing News;10/27/97, Vol. 31 Issue 22, p1
This article focuses on the continuous success of customer satisfaction measurement (CSM) in the United States and in Europe. Based on an annual sample of about a dozen research houses, the Marketing Aid Center determined that satisfaction research enjoyed some of the most robust sales volume...
- Past experience drives future CS behavior. Gutman, Jonathan; Miaoulis Jr., George // Marketing News;10/22/2001, Vol. 35 Issue 22, p45
The article focuses on the importance of understanding the difference between customer service and customer satisfaction to provide marketers with the competitive advantage necessary to retain existing customers and attract new ones in the U.S. Marketers seek to learn the reason underlying...
