Quality of University Services: Dimensional Structure of SERVQUAL VS. ESQS

Salvador-Ferrer, Carmen María

doi:10.1287/serv.2.3.167

Cited by 18 publications

(6 citation statements)

References 17 publications

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“…While most research has focused on positive aspects of the customer experience (Kumar, Batista, and Maul 2011; Luo 2007; Salvador-Ferrer 2010), research suggests that negative customer experiences are more harmful to business outcomes than positive experiences are beneficial to these outcomes (Chevalier and Mayzlin 2006; Luo and Homburg 2008; Mahajan, Muller, and Kerin 1984; Rust and Oliver 2000). Indeed, prospect theory (Kahneman and Tversky 1979) supports the higher relative impact and weighting of negative experiences compared to positive ones.…”

Section: Introductionmentioning

confidence: 99%

Service Failure Severity, Customer Satisfaction, and Market Share

Keiningham¹,

Morgeson²,

Aksoy

et al. 2014

Journal of Service Research

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The generally accepted view among managers and researchers is that the greater the severity of a service failure, the greater the resulting impact on customer satisfaction and business outcomes, such as lost customers and revenue. The research used to defend this viewpoint, however, does not typically address the severity of service failures, like those that result in injury or death (i.e., product-harm crises). This research addresses this issue by examining both minor incidents (i.e., failures that do not result in physical harm) and major incidents (i.e., failures that result in injury or death) in the U.S. airline industry, and the corresponding impact on the customer satisfaction and market share of the firms affected. Our results indicate that minor incidents are more strongly (negatively) related to future market share than are major incidents. Moreover, our findings indicate that only minor incidents are significantly linked to customer satisfaction. We argue that these findings occur for two reasons: First, most customers believe major incidents to be low probability events that are less salient when compared to more probable failures. Second, consumers impacted by major incidents most likely defect and are therefore not captured in future customer satisfaction surveys. Consequently, managers can delude themselves that things have ''returned to normal'' after a major incident when relying on customer satisfaction scores alone.

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Section: Introductionmentioning

confidence: 99%

Service Failure Severity, Customer Satisfaction, and Market Share

Keiningham¹,

Morgeson²,

Aksoy

et al. 2014

Journal of Service Research

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show abstract

“…Ng and Forbes (2009) assert that a gapbased conceptualization might best serve such a purpose in academic settings (also see Salvador-Ferrer 2010). The study herein is not concerned with generalizable service quality attribute identification in this context, rather, whether performance-based measures of performance (consistent with the results of Cronin and Taylor 1992) …”

Section: Service Quality and The Issue Of Congruencementioning

confidence: 79%

A Service Perspective on the Marketization of Undergraduate Education

Taylor¹,

Judson

2011

Service Science

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igher education in the United States is rapidly moving toward a marketized model of service provision, one emphasizing marketing practices based upon relevance and student satisfaction. The results of the study reported herein suggest that such strategies may not ensure equal balance between service quality and the quality of education as a service. Specifically, a study is presented suggesting that grades (an indicant of learning) are neither endogenous (positively related to) nor exogenous (antecedent to) a typical service quality/customer satisfaction model vis-à-vis Introduction to Marketing courses. If student service quality perceptions, satisfaction judgments, and engagement practices are indeed unrelated to grades at the classroom level, then a question exists as to how well a focus on student satisfaction (and relevance) actually engender student involvement in the value co-creation process in education delivery. The following study suggests diligence in balancing the quality of the educational service versus service quality practices within the context of the marketization of education, and continued efforts by service marketers to better understand the unique service marketing characteristics of the educational product. The research and managerial implications of the reported study are presented and discussed.

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“…Barile et al [4] draw on the literature of communities of practice (Cox [15]), related to organization studies, to explore how service firms can foster educational activities, and Breidbach et al [7] link service-dominant logic with research on innovation in professional service firms, which is also related to organization studies. Salvador-Ferrer [50] analyzes educational service processes using SERVQUAL (Parasuraman et al [43]), a classic approach in service marketing; Hünecke and Gunkel [23] study brand loyalty in service contexts; and Cassidy et al [11] investigate marketing manager perceptions of their own value-creating activities.…”

Section: Disciplines Of Service Sciencementioning

confidence: 99%

“…The first considers how service operations can be managed internally, for example, by improving their effectiveness and efficiency (Saviano et al [52]) or by managing service quality (Salvador-Ferrer [50]). Typical elements of interest include the organizational structure and design of workflows (Espinosa et al [19]), the role and performance of service employees (Osmonbekov and Bernard [41]), or the impact of the service provider's brand on the performance of service operations (Mourad et al [36]).…”

Section: Phenomena Of Service Sciencementioning

confidence: 99%

Service Science: Toward Systematic Service System Innovation

Maglio¹,

Breidbach²

2014

Bridging Data and Decisions

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Please scroll down for article-it is on subsequent pagesINFORMS is the largest professional society in the world for professionals in the fields of operations research, management science, and analytics. For more information on INFORMS, its publications, membership, or meetings visit http://www.informs.org INFORMS 2014 c 2014 INFORMS | isbn 978-0-9843378-5-9 http://dx.Abstract Service science is the study of complex service systems. It may involve methods and theories from operations, industrial engineering, marketing, computer science, psychology, information systems, design, and more. In fact, understanding innovation in service systems often requires combining multiple methods because of the complex ways in which interactions among people, technology, organizations, and information create value in different contexts and under different conditions. Service Science the journal documents empirical, modeling, and conceptual studies of complex service systems, and it is the archival record of service science the field. The journal is also helping to shape the field. In this tutorial, we review the emergence of service science the field by analyzing papers published in Service Science the journal, and discuss the new field's foundations, prospects, and opportunities.

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Quality of University Services: Dimensional Structure of SERVQUAL VS. ESQS

Cited by 18 publications

References 17 publications

Service Failure Severity, Customer Satisfaction, and Market Share

Service Failure Severity, Customer Satisfaction, and Market Share

A Service Perspective on the Marketization of Undergraduate Education

Service Science: Toward Systematic Service System Innovation

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