Evaluating service firms: Approaches with policy recommendations

Murphy, Patrick E.; Ross, Steven C.

doi:10.1007/bf00411480

Cited by 7 publications

(5 citation statements)

References 13 publications

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“…Our results are consistent with others' suggestions that outputs will be of greatest importance to consumers (Murphy and Ross, 1987;Parasuraman et al, 1991b). However, previous researchers have argued for the importance of each of the three dimensions.…”

Section: Studysupporting

confidence: 93%

“…The outcome dimension includes functional and sociopsychological outcomes such as accomplishment of the marketing department's goals, perceived effectiveness of the relationship, and conflict. Murphy and Ross (1987) advocate a systems approach to evaluating service firms. They state that "the processing and feedback stages, as well as inputs and outputs, are all crucial in gaining a complete evaluation of [service] firms" (p. 365).…”

Section: Assessment Of Input Qualitymentioning

confidence: 99%

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Measuring service quality: a systems approach

Johnson

Tsiros

Lancioni

1995

Journal of Services Marketing

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.

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Section: Studysupporting

confidence: 93%

Section: Assessment Of Input Qualitymentioning

confidence: 99%

Measuring service quality: a systems approach

Johnson

Tsiros

Lancioni

1995

Journal of Services Marketing

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“…Experience gained from this project should lead to further improvements in focus and methodology of subsequent research. For example, more sophisticated and balanced scales, a larger sample and/or response rate, and more specific repair questions may be needed to get a more accurate reading on some service categ~ries.~ Finally, *For additional policy and research implications, see Murphy and Ross (1986). 'Maynes et al (1977) recommend that 25 respondents per firm are needed before data are sufficiently reliable, and Consumers' Checkbook reports only on firms rated by at least ten respondents.…”

Section: Discussionmentioning

confidence: 99%

Local Consumer Information Systems for Services: A Test

Murphy

Ross

1986

Journal of Consumer Affairs

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This paper reports on a survey of consumers' experiences with local services firms that was conducted by the Montgomery County, Maryland Office of Consumer Affairs and supported by an FTC grant. Over 1,200 individuals evaluated auto repair, heating and air conditioning, home remodeling, roofing, and insulation contracting firms on three dimensions: satisfaction with work performed, price in relation to quality, and strength of recommendation. Results for the heating and air conditioning category were published and widely disseminated.

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“…According to Phan et al (2021), research on service quality in the maritime sector and ports has not been widely conducted in the literature. The first studies on evaluating port services were conducted in the late 20th century by Foster (1979), Slack (1985) and Murphy and Ross (1987), who merged the concepts of PSQ and port selection by asking survey participants to identify the key factors for selecting a port.…”

Section: Systematic Literature Review Of Port Service Quality (Psq) M...mentioning

confidence: 99%

Port service quality assessment using a ROPMIS modeling: seaports scenario in a Gulf country

Abdul Rahman,

Balasa,

Othman

et al. 2023

MABR

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PurposeThis paper aimed to assess the service quality of the main seaports in Oman, which were Sohar, Ad Duqm and Salalah. The aim was to come up with ways to enhance the port service quality (PSQ) in Oman so that it could align with the Sultanate of Oman logistics strategy (SOLS) 2040 goals and achieve excellent and efficient operations.Design/methodology/approachTo evaluate the service quality level of the port operators, this paper used a descriptive research design with Resources, Outcome, Process, Management, Image/reputation and Social (ROPMIS) modelling.FindingsThe findings indicated that the overall PSQ rating was currently between “satisfactory” and “very satisfactory” levels. However, the study also found that by empowering resources, outcomes, processes, management, image and social responsibility aspects, the port operators could provide a “high” quality of service, making their seaport operations more effective and efficient.Practical implicationsThe study offers recommendations for improving port services in Oman, including investment in modern seaports, upgrading infrastructure and facilities, ensuring safety and efficiency of cargo operations, meeting and exceeding customer expectations, adopting new technology and automation, hiring policies that attract diverse talents, implementing environmentally friendly practices, and improving governance. Overall, this study contributes to the literature and managerial practices in PSQ aspects and its contribution to the SOLS 2040 in Oman.Originality/valueThe originality and novelty of this study lie in its comprehensive assessment of the service quality of Oman's ports and the identification of areas for improvement to achieve outstanding service levels.

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Evaluating service firms: Approaches with policy recommendations

Cited by 7 publications

References 13 publications

Measuring service quality: a systems approach

Measuring service quality: a systems approach

Local Consumer Information Systems for Services: A Test

Port service quality assessment using a ROPMIS modeling: seaports scenario in a Gulf country

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