Service quality: beyond cognitive assessment

Service quality: beyond cognitive assessment

Bibliographic Details
Main Author:	Bo, Edvardsson
Format:	text
Language:	eng
Published:	Emerald 2005
Subjects:	Customer service management,Customers,Perception,Consumer behaviour

Similar Items

A customer‐dominant logic of service
by: Kristina, Heinonen, et al.
Published: (2010)

Cognitive dissonance and the stability of service quality perceptions
by: Martin, O'Neill, et al.
Published: (2004)

Servicing service quality in higher education: quest for excellence
by: Roland K., Yeo
Published: (2008)

Emotions and stability in telecom‐customer relationships
by: Inger, Roos, et al.
Published: (2009)

Beyond service attributes: do personal values matter?
by: Srinivas, Durvasula, et al.
Published: (2011)

The theory of attractive quality and experience offerings
by: Claes, Högström
Published: (2011)

Consumer responses to compensation, speed of recovery and apology after a service failure
by: Jochen, Wirtz, et al.
Published: (2004)

Service intangibility and its impact on consumer expectations of service quality
by: Charlene, Pleger Bebko
Published: (2000)

Customer satisfaction: contrasting academic and consumers’ interpretations
by: Cathy, Parker, et al.
Published: (2001)

External equity, loyalty program membership, and service recovery
by: Olivier, Morrisson, et al.
Published: (2010)

Other customers in a service encounter: examining the effect in a restaurant setting
by: Namin, Kim, et al.
Published: (2012)

Customer sociability and the total service experience
by: Ronald J., Ferguson, et al.
Published: (2010)

Developing effective service compensation strategies
by: Wen‐Hsien, Huang, et al.
Published: (2011)

Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value
by: Veronica, Liljander, et al.
Published: (1993)

Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites
by: Jamie, Carlson, et al.
Published: (2010)

Consumer performance and quality in services
by: John, Bateson
Published: (2002)

Service encounter problems: which service providers are more likely to be blamed?
by: Charlene, Pleger Bebko
Published: (2001)

Assessing service management effectiveness in a health resort: implications of technical and functional quality
by: Ronald James, Ferguson, et al.
Published: (1999)

The waiting experience: towards service quality in the leisure industry
by: Jillian, Dawes, et al.
Published: (1996)

The determinants of customer loyalty: An analysis of intangible factors in three service industries
by: Lien‐Ti, Bei, et al.
Published: (2006)

The service‐dominant perspective: a backward step?
by: John, O'Shaughnessy, et al.
Published: (2009)

To do or not to do: the dilemma of technology‐based service improvement
by: Yaron, Timmor, et al.
Published: (2007)

The physical environment as a driver of customers' service experiences at restaurants
by: Ute, Walter, et al.
Published: (2012)

A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
by: Sander, Svari, et al.
Published: (2011)

Customer‐support service in the relationship perspective
by: Inger, Roos, et al.
Published: (2008)

Assessing the quality of physiotherapy services using Servqual
by: Adrienne, Curry, et al.
Published: (2002)

Zone‐of‐tolerance moderates the service quality‐outcome relationship
by: Kenneth B., Yap, et al.
Published: (2007)

An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping
by: Spiros, Gounaris, et al.
Published: (2010)

Understanding core and peripheral service quality in customer repurchase of the performing arts
by: Margee, Hume
Published: (2008)

Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants
by: Hong, Qin, et al.
Published: (2009)

Assessing international tourists' perceptions of service quality at Air Mauritius
by: Girish, Prayag
Published: (2007)

After‐service response in service quality assessment: a real‐time updating model approach
by: Ben, Shaw‐Ching Liu, et al.
Published: (2000)

The influence of grey consumers' service quality perception on satisfaction and store loyalty behavior
by: Yan, Lu, et al.
Published: (2008)

Customer intention to return online: price perception, attribute‐level performance, and satisfaction unfolding over time
by: Pingjun, Jiang, et al.
Published: (2005)

Attitude and satisfaction in a traditional food product
by: María, José Sanzo, et al.
Published: (2003)

The challenges of six sigma in improving service quality
by: Behnam, Nakhai, et al.
Published: (2009)

Critical incident techniques
by: Bo, Edvardsson, et al.
Published: (2001)

Linking perceived service quality and service loyalty: a multi‐dimensional perspective
by: Josée, Bloemer, et al.
Published: (1999)

The effect of inconsistent word‐of‐mouth during the service encounter
by: Xuehua, Wang
Published: (2011)

An exploratory study of a multi‐expectation framework for services
by: Jim, Walker, et al.
Published: (2000)