A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes

Mazis, Michael B.; Ahtola, Olli T.; Klippel, R. Eugene

doi:10.1086/208614

Cited by 155 publications

(76 citation statements)

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“…Brady and Cronin's (2001) seminal research on conceptualizing the service quality construct, is the first to combine many models (Parasuraman et al 1985(Parasuraman et al , 1988Grönroos 1982;Rust and Oliver 1994;(e.g. Bolton and Drew 1991;Churchill and Surprenant 1982;Mazis, Ahtola, and Klippel, 1975;Woodruff, Cadotte, and Jenkins, 1983) and attempt to overcome the shortcomings of each. Instead of criticizing the discrepancies of each of the service quality models, they theoretically modified the models into one comprehensive model that summarizes and draws from the concurrence and developments of each model.…”

Section: Literature Reviewmentioning

confidence: 99%

The role of Islamic culture in service quality research

Gayatri

Hume²,

Mort³

2011

Asian Journal on Quality

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The purpose: The purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of consumers in services. However, most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs providing opportunity to investigate other religious-cultural aspects in an Asia and consumption.Design/methodology/approach: This research explores the key attributes/factors of quality of services according to Muslim customers using the verbal protocol method followed by in-depth probing interviews of 35 respondents. In depth, interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel, and restaurant industries.Theoretical saturation was achieved with thick rich scripts obtained from respondents.Findings: Preliminary analysis suggests some distinct outcomes positioning culture and religion as important construct for consideration in service quality research.Practical Implications: The research provides important insights for service providers who target the Muslim consumer. AbstractThe purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of customers in a service context. The fact that most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs provides this research opportunity to investigate other religious-cultural aspects in an Asian context and service quality. In this study, the key attributes/factors of quality of services according to Muslim customers are explored using the verbal protocol method. The verbal protocol is followed by in-depth probing of respondents. Interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel and restaurant industries. Preliminary analysis suggests some distinct outcomes which will be presented and position culture as a fertile field for future research in service quality. The research provides important insights for service providers who will target the Muslim consumers.This research also has potential to enrich SQ conceptualization, theory, and measurement.

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Section: Literature Reviewmentioning

confidence: 99%

The role of Islamic culture in service quality research

Gayatri

Hume²,

Mort³

2011

Asian Journal on Quality

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“…EVT was suggested by Martin Fishbein in the 1970's (Mazis et al, 1975). The aim of the expectancy value theory is to establish the factors that motivate individuals to behave in a certain way (Bradley, 2009).…”

Section: Expectancy Value Theory (Evt)mentioning

confidence: 99%

Assessing the diffusion and use of mobile payment solutions: A case of South African townships

Mhlongo

Mtsweni

Modiba

2017

2017 IST-Africa Week Conference (IST-Africa)

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“…This is based on the view that "individuals select their behaviors according to the expected results and the importance that is attached to these expected results" [29]. The willingness to perform a certain behavior depends on; a) The reliance extent of the individual regarding the result to be obtained; and b) the importance attached by the person to the aforesaid result [30]. The more attractive a result seems for a person, the more likely the person will be to fulfill that behavior.…”

Section: The Relationship Between the Instrument Variable And Teachinmentioning

confidence: 99%

An Interpretation Music Teacher Training according to Vroom’s Expectation Theory

Çoban¹

2013

IJTIE

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A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes

Cited by 155 publications

References 0 publications

The role of Islamic culture in service quality research

The role of Islamic culture in service quality research

Assessing the diffusion and use of mobile payment solutions: A case of South African townships

An Interpretation Music Teacher Training according to Vroom’s Expectation Theory

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