Determinants of customer‐perceived service quality: a confirmatory factor analysis approach

Emerald - Tập 16 Số 1 - Trang 9-34 - 2002
G.S. Sureshchandar1, Chandrasekharan Rajendran1, R.N. Anantharaman1
1Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, India

Tài liệu tham khảo

10.1111/j.1540-5915.1996.tb00842.x

10.1111/j.1937-5956.1995.tb00057.x

10.1037/0021-9010.76.5.732

10.1108/02652329910269211

10.1016/0148-2963(92)90022-4

Babakus, E. and Mangold, W.G. (1992), “Adapting the SERVQUAL scale to hospital services: an empirical investigation”,Health Services Research, Vol. 26 No. 2, pp. 767‐86.

Baker, J., Berry, L.L. and Parasuraman, A. (1988), “The marketing impact of branch facility design”,Journal of Retail Banking, Vol. 10 No. 2, pp. 33‐42.

10.1037/0033-2909.88.3.588

Berry, L.L. and Clark, T. (1986), “Four ways to make services more tangible”,Business, October‐December, pp. 53‐4.

10.2307/1252042

10.2307/1252174

10.2307/1252199

10.1086/208564

10.1177/001088048202300107

10.1108/09564239710166245

10.2307/3172510

10.1108/09564239210019441

10.1016/S0022-4359(05)80006-5

10.1108/03090569610105762

Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”,Journal of Retailing, Vol. 66, pp. 33‐55.

10.1108/08876049310026079

10.1007/BF02310555

10.2307/1252296

10.2307/1252256

Davis, T.R.V. (1984), “The influence of the physical environment in offices”,Academy of Management Review, Vol. 9, pp. 271‐83.

10.1108/08876049410053311

10.2307/3172650

10.1108/09564239610129931

Harber, D., Burgess, K. and Barclay, D. (1993a), “Total quality management as a cultural intervention: an integrative review”,International Journal of Quality and Reliability Management, Vol. 10, pp. 17‐27.

Harber, D., Burgess, K. and Barclay, D. (1993b), “Total quality management as a cultural intervention: an empirical study”,International Journal of Quality and Reliability Management, Vol. 10, pp. 28‐46.

10.1108/09564239810210541

10.2307/1252074

10.1108/09564239710185406

Kotler, P. (1973), “Atmospherics as a marketing tool”,Journal of Retailing, Vol. 49, pp. 48‐64.

10.1108/02634509310044199

10.1108/08876049110035675

Mills, P.K. and Morris, J.H. (1986), “Clients as partial employees of service organizations: role development in client participation”,Academy of Management Review, Vol. 11, pp. 726‐35.

Nelson, E., Rust, R.T., Zahorik, A.J., Rose, R.L. and Siemanski, B.A. (1992), “Do patient perceptions of quality relate to hospital financial performance?”,Journal of Health Care Marketing, Vol. 3 No. 4, pp. 1‐13.

Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”,Journal of Retailing, Vol. 67, pp. 420‐50.

10.1016/S0022-4359(05)80007-7

10.2307/1251430

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple‐item scale for measuring consumer perceptions of service quality”,Journal of Retailing, Spring, pp. 12‐40.

10.2307/1252255

10.1016/0022-4359(94)90033-7

10.1108/08876049310026105

10.1108/09564239710174408

10.1016/0022-4359(93)90003-2

10.1287/inte.29.2.62

10.2307/1252073

10.1080/02642069100000049

Schneider, B. and Bowen, D.E. (1992), “Personnel/human resources management in the service sector”,Research in Personnel and Human Resource Management, Vol. 10, pp. 1‐30.

10.1016/0090-2616(93)90032-V

Schneider, B., Brief, A.P. and Guzzo, R.A. (1996), “Creating a climate and culture for sustainable organizational change”,Organizational Dynamics.

Schneider, B., Gunnarson, S.K. and Niles‐Jolly, K. (1994), “Creating the climate and culture of success”,Organizational Dynamics.

10.1108/09564239810210505

10.2307/1250637

10.1108/09564239810210532

10.1108/09564239710185424

10.1016/0167-2681(89)90012-7

10.2307/1252216

Teas, K.R. (1993b), “Customer expectations and the measurement of perceived service quality”,Journal of Professional Services Marketing, Vol. 57 No. 4, pp. 18‐24.

10.2307/1252257

10.1287/mnsc.35.8.942

10.2307/1252145

10.1177/0092070393211001

10.2307/1251929

10.2307/1251563

Thông tin
Thông tin xuất bản

Emerald

Tập 16 Số 1

9-34

Thông tin tác giả