The art and science of innovation management: An international perspective Editor: Heinz Hübner Publisher: Elsevier Science Publishers B.V., 1986.

Little, Blair

doi:10.1016/0737-6782(88)90045-8

Cited by 3 publications

(2 citation statements)

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“…Parasuraman et al (1985) divided service quality as perceived by customers into 10 dimensions: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing and tangibility. In a later study, Parasuraman et al (1988) analyzed service quality using the following five attributes: tangibility, reliability, responsiveness, assurance, and empathy.…”

Section: Theory and Hypothesesmentioning

confidence: 99%

Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China

Cheng

Wen

2019

Front. Psychol.

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In service contexts, leaders’ efforts to maintain and enhance employees’ service quality are vital to organizational performance. However, few studies have investigated the mechanisms underlying the relationship between transformational leadership (TFL) and employees’ service quality across levels. Based on the theory of planned behavior, this study investigated the multilevel impacts of TFL on employees’ service quality and the multilevel mechanisms mediating this relationship. Data were collected from 208 managers and 1,431 employees at 223 branches (chain restaurants) of a large catering corporation in southern China. The results showed that stronger TFL significantly improved employees’ service quality at both individual and branch level. Affective commitment and psychological empowerment partially mediated the relationship between individual-level TFL and employees’ service quality. Branch-level service climate fully mediated the relationship between branch-level TFL and employees’ service quality.

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Section: Theory and Hypothesesmentioning

confidence: 99%

Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China

Cheng

Wen

2019

Front. Psychol.

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“…The most commonly known service evaluation method is SERVQUAL, which was developed by Parasuraman et al [32]. This method, which is based on the expectation disconfirmation model, takes into account the relationship between expectations and outcomes [33,34].…”

Section: Literature Review For Customer Acceptance and Customer Valuementioning

confidence: 99%

A Sustainable Innovation—Additional Services for Products Based on Personalised Customer Value

Jiang

Feng

2019

Sustainability

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As a sustainable innovation, offering additional services for products (ASP) is rapidly emerging as an increasingly important consideration for manufactories. Although additional services can increase enhance product utility, there is no guarantee that they will be accepted by customers. This may lead to a waste of product and service resources. Customer acceptance is a prerequisite for sustainability. However, existing service evaluation methods do not support the evaluation of customer acceptance of ASP prior to implementation. We confirmed that customer value can be used to evaluate customer acceptance of ASP based on the conclusion that this factor plays a decisive role in customer acceptance and customer value can be used to evaluate products and services. Then we establish an evaluation model to measure the difference in customer value between products with and without ASP. Utility, input, and supply–demand coefficient were used to quantitatively describe the personalised customer value of customer segments. This approach supports manufacturers in the process of estimating customer acceptance of ASP prior to the allocation of service resources to the implementation of procedure. Using this model, manufactories can provide the most acceptable ASP for different customer groups with less service resources. Finally, the feasibility and effectiveness of the proposed method to measure customer acceptance were established based on the measurement of customer value of the ASP in the case of portable fire extinguishers.

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A Review on Quality of Service and SERVQUAL Model

Shi

Shang

2020

Lecture Notes in Computer Science

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The art and science of innovation management: An international perspective Editor: Heinz Hübner Publisher: Elsevier Science Publishers B.V., 1986.

Cited by 3 publications

References 0 publications

Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China

Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China

A Sustainable Innovation—Additional Services for Products Based on Personalised Customer Value

A Review on Quality of Service and SERVQUAL Model

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