The nomological net of perceived service quality

Abstract

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.

Retailer behavior as determinant of service quality in Indian retailing

“…Oliver (1981) argued that customers ' attitude comprises affective components that are based on evaluation about the store characteristics, product availability and the process of interaction. It is thus based on what customers expect and what they get from the encounter ( Roest and Pieters, 1997 ). Cummings (1977) had postulated that for measuring the effectiveness of the services, the analysis of structured external factors was important.…”

“…The intangible nature of services makes the affective element important in selecting a service provider. The satisfaction is determined in terms of what the customers perceive they get from the service encounter ( Roest and Pieters, 1997 ). Seth et al (2005) in their model suggest that service quality is dependent on the interactions between the service provider and receiver.…”

Kalite, Değer ve Tatminin Davranışsal Niyet Üzerine Etkileri: Perakendecilik Sektöründe Alternatif Modellerin Değerlendirilmesi

“…Bu kapsamda üçüncü model, hizmet kalitesi, tatmin ve davranışsal niyet değişkenleri arasındaki karşılıklı etkileşimlere odaklanmakta ve dolaylı etki modeli olarak adlandırılmaktadır (Cronin vd., 2000: 196). Literatürdeki birçok çalışmada (örn., Anderson, Sullivan, 1993;Gotlieb vd., 1994;Patterson, Spreng, 1997;Roest, Pieters, 1997;Taylor, 1997) hizmet kalitesinin davranışsal niyeti yalnızca değer ve tatmin üzerinden etkilediği belirtmektedir. Bu model kapsamında sunulan teorik yapı çerçevesinde davranışsal niyetin açıklanmasında, hizmet kalitesinin değer ile olan doğrudan etkisi, hizmet değerinin ise davranışsal niyet üzerindeki doğrudan ve tatmin üzerinden sağladığı dolaylı etkisi dikkate alınmaktadır.…”

The selection of private brand durable goods: factors affecting the Choice

“…La relación entre satisfacción e intención de compra ha sido especialmente corroborada en el ámbito de los servicios, al incluir la intención de recompra como parte del constructo lealtad (Cronin y Taylor, 1992;Bolton, 1998): satisfacción y actitud resultan ser los principales antecedentes de la intención de recompra del cliente (Oliver, 1980;Roest y Pieters, 1997). En este sentido, entendemos que comprar MD en productos duraderos puede equipararse a una recompra de MD, si el individuo ya adquiere productos corrientes con MD; por tanto, la satisfacción con la MD en general, redundará positivamente en la actitud hacia esta MD, así como también en la intención de compra de productos duraderos con MD.…”