Customer Relationships and Experiences
Toward Understanding and Controlling Customer Dissatisfaction With WaitingJan 1, 1989 Elizabeth C. Clemmer and Benjamin Schneider, 1989, 89-115
Evaluates the effectiveness of three social-psychological strategies for reducing customer dissatisfaction with waiting time.
Defining and Relating Price, Perceived Quality, and Perceived ValueJan 1, 1987 Valarie A. Zeithaml, 1987, 87-101
Relates concepts of price, perceived quality, and perceived value; relates them in a model and develops 22 researchable propositions.
Communication and Control Processes in the Delivery of Service QualityJan 1, 1987 Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, 1987, 87-100
Develops a model of how organization processes affect service quality; discusses how measures might be developed and how the model might be tested empirically.
SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service QualityJan 1, 1986 A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry, 1986, 86-108
Uses earlier qualitative research to develop and refine a 26-item instrument for assessing customer perceptions of the quality of a service firm.
A Conceptual Model of Service Quality and Its Implications for Future ResearchJan 1, 1984 A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, 1984, 84-106
Proposes model, research propositions, and preliminary measures for research on quality in service businesses.
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