Service quality attributes and choice behaviour

Emerald - Tập 7 Số 1 - Trang 59-68 - 1993
Michael D. Richard, Arthur W. Allaway

Tóm tắt

Addresses two shortcomings of service quality empirical research. Investigates the importance of service quality as a predictor of actual choice behaviour and examines the importance of process and outcome quality attributes as predictors of choice. Uses regression analysis to investigate the importance of service quality attributes on choice. Suggests that consumers utilise multiple process and outcome quality attributes in their choices.

Tài liệu tham khảo

10.2307/1935849 10.2307/1251871 10.1086/208564 Black W.C., 1984, Journal of Retailing, 60, 63 10.2307/1251416 Carman J.M., 1990, Journal of Retailing, 66, 33 10.1016/0148-2963(88)90035-5 Garvin D.A., 1987, Harvard Business Review, 65, 101 10.2307/3150951 Gronroos C., 1982, Swedish School of Economics and Business Administration 10.1108/eb024735 Kochak J.W., 1987, Restaurant Business, 86, 125 10.1108/08876049110035675 10.2307/1251430 Parasuraman A., 1988, Journal of Retailing, 64, 2 Reidenbach R.E., 1990, Journal of Health Care Marketing, 10, 47 10.2307/1250637 10.1108/EUM0000000002485 Woodside A.G., 1989, Journal of Health Care Marketing, 9, 5 10.2307/1251446
Thông tin
Thông tin xuất bản

Emerald

Tập 7 Số 1

59-68

Thông tin tác giả