Service Performance Gap

Chenet, Pierre; Tynan, Caroline; Money, Arthur

doi:10.1016/s0148-2963(98)00017-4

Cited by 60 publications

(2 citation statements)

References 78 publications

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“…They find that consumers' satisfaction with the service is positively related to their perception of the performance. Similarly, Alford (1996), Chenet, Tynan, andMoney (1999), andEnnew (1999) also find a focal relationship between the perceived performance of a service and satisfaction based on the SERVPERF scale.…”

Section: Theoretical Background Service Performance and Satisfactionmentioning

confidence: 94%

Repeated Use of E-Gov Web Sites

Chai

Herath

Park

et al. 2006

International Journal of Electronic Government Research

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The potential success of e-government depends on its citizens adopting online services and the security of those services. However, despite the development and diffusion of a variety of government services on the Internet, little research has been carried out regarding: (1) the impact of perceived confidentiality of a user's information on his or her intention to use the service; (2) the relationship between intention towards repeated use and satisfaction derived from service performance of government; and (3) the moderating effect of demographic characteristics (gender and race difference) on the relationship between a user's satisfaction, confidentiality and repeated use intention. This paper develops an integrated framework of intentions towards repeated use with a level of confidential information shared by a user as one factor and e-government satisfaction derived from service performance as another factor. The results suggest that a user's intention to continue using government Web sites is related to the user's satisfaction, perceived performance of the Web site and the requirement for confidential information. This research also confirms that gender difference does moderate the relationship between users' satisfaction levels and repeated use intention. Race difference has an effect on the strength of the relationship between the user's perceived confidentiality and repeated use intention.

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Section: Theoretical Background Service Performance and Satisfactionmentioning

confidence: 94%

Repeated Use of E-Gov Web Sites

Chai

Herath

Park

et al. 2006

International Journal of Electronic Government Research

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“…Additionally, service quality is determined by the difference between the service quality served by the healthcare provider and that received by the consumer. Pierre et al [3] used the PZB theory to create a research model for service performance. Roger et al [4] also applied SERVQUAL to study service quality.…”

Section: Literature Reviewmentioning

confidence: 99%

The Influence of Service Quality on Customer Satisfaction in Theme Parks Design of Taiwan

Kuo

2014

AMR

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This study adopted E-Da Theme Park, a popular Taiwan theme park newly established in 2010, as a research case setting to explore the relationship between theme parks’ service quality and customer satisfaction. In addition, it also explored whether visitors’ satisfaction would be influenced by amusement parks’ service quality. By using a questionnaire survey, and regarding those tourists of E-Da Theme Park as a research object, this study explored the influence of the park’s service quality on its customer satisfaction. Research results showed that the aspects of a theme park’s service quality, including tangibles, reliability, responsiveness, assurance and empathy, had a significant influence on customer satisfaction. Those research outcomes can be provided as a reference to theme park practitioners in terms of their management and operation planning, and draft appropriate strategies of service quality to improve customers’ satisfaction and create a better brand image of theme park.

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Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction

2005

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A number of recent research studies have demonstrated the presence of a positive link between customer-contact employees' work satisfaction and customer satisfaction. However, existing studies have largely neglected describing conditions under which the link between these two constructs is stronger or weaker. The authors of this study argue that certain customer characteristics (such as customer trust, customer price consciousness, and the importance of product/service to the customer) and salesperson characteristics (such as empathy, expertise, and reliability) moderate the relationship between salespeople's work satisfaction and customer satisfaction. Balance theory is used to justify the hypotheses of the study. Tests of the hypotheses are based on a dyadic data set collected across manufacturing and services industries in a business-to-business context. Results reveal that the link between work satisfaction and customer satisfaction is systematically moderated by the salesperson and customer characteristics under consideration.

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Service Performance Gap

Cited by 60 publications

References 78 publications

Repeated Use of E-Gov Web Sites

Repeated Use of E-Gov Web Sites

The Influence of Service Quality on Customer Satisfaction in Theme Parks Design of Taiwan

Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction

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