Table of contents
Consumer intentions to use a service category
Michael J. Dorsch, Stephen J. Grove, William R. DardenEven though service marketers are interested in influencing customer choice at the service provider level (i.e. the service brand level), the decision to patronize a particular…
Perceptions of banking services in the wake of bank mergers: an empirical study
David J. Urban, Michael D. PrattPresents the results of a telephone survey of 801 consumers concerning the relationship between bank mergers and service quality perceptions. The setting of the study is a US…
The use of quality expectations to segment a service market
Ana M. Díaz‐Martín, Víctor Iglesias, Rodolfo Vázquez, Agustín V. RuizReports some findings with respect to the possibility of classifying service consumers on the basis of their quality expectations. After reviewing traditional types of market…
Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
Michael A. Jones, Jaebeom SuhThe distinction between transaction‐specific satisfaction and overall satisfaction has received little empirical attention in the satisfaction and services literature…
After‐service response in service quality assessment: a real‐time updating model approach
Ben Shaw‐Ching Liu, D. Sudharshan, Lawrence O. HamerManagers know that customers’ overall service quality perception and positive behavioral intentions toward the service provider are influenced strongly by effective complaint…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum