Search results for "SERVICE QUALITY"

Value dimensions in consumers’ experience: Combining the intra- and inter-variable approaches in the hospitality sector

2015

Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable …

Unlocking behaviors of long-term service consumers : the role of action inertia

2017

Purpose The purpose of this paper is to examine the antecedents of word-of-mouth (WOM) in long-term service settings. Specifically, the authors examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention, satisfaction and WOM, and repatronage intention and WOM. Design/methodology/approach The proposed model was empirically tested using survey data from 1,385 telecommunications service subscribers. The data were analyzed using partial least squares path modeling. Findings Results suggest that a positive link between repatronage intention and WOM, hereto a neglected relationship in the marketing literature, in contrast to previous literat…

Servisa kvalitātes ietekme uz klientu apmierinātību sabiedriskās ēdināšanas industrijā Kazahstānā un Latvijā

2018

Maģistra darba mērķis ir noskaidrot kvalitātes kontroles nozīmi kā sastāvdaļu, kas ietekmē klientu apmierinātību sabiedriskās ēdināšanas industrijā starptautiskajā biznesā, kā arī izpētīt galvenos starptautiskā biznesa neveksmes iemeslus, nodrošinājot vienādu pakalpojumu kvalitātes līmeni starptautiskās filiālēs, lai apmierinātu savus klientus. Šis maģistra darbs koncentrējas uz Costa Coffee uzņēmējdarbību, kā piemēru kvalitātes kontroles un klientu apmierinātības aprēķinam. Kompānijas izvēle balstījās uz 3 iemesliem: 1. Starptautisks uzņēmums Costa Coffee darbojas 31 valstī, tajā skaitā arī Latvijā un Kazahstānā; 2. Maģistra darbs…

Linking service structural complexity to customer satisfaction

2001

The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and customer satisfaction. Structural complexity tends to be a popular strategy designed to satisfy different customer needs. However, a negative relationship between structural complexity and customer satisfaction has also been argued. Based on the research on the public versus private distinction, this paper proposes that type of ownership is associated with the paradox mentioned, moderating the relationship between structural complexity and customer satisfaction. The authors tested this hypothesis using a sample of 60 mana…

Service quality and the optimum number of members in intermunicipal cooperation: The case of emergency primary care services in Norway

2021

Intermunicipal cooperation (IMC) is often used as a mean to reap scale benefits. Most studies on the effects of IMC focus on cost savings, while service quality is overlooked. In this study, the focus is set on input quality in a service characterized by high asset specificity and need for redundancy: emergency primary care. We analyze how mode of governance affect performance by (1) measuring whether IMC versus single-municipal production affects input quality and (2) identifying optimum scale of operation; effect of the number of participants in the cooperation on input quality. The findings indicate that cooperation weakens the input quality of medical workforce, but that this negative e…

Testing a hierarchical and integrated model of quality in the service sector: functional, relational, and tangible dimensions

2009

Prior research has revealed limitations of the dominant SERVQUAL model of service quality. Some authors have pointed out the SERVQUAL model somewhat neglects the tangible and relational facets of quality in the service sector, and, therefore, there is a need to obtain a comprehensive and adaptable structure of quality for different types of services. Consequently, we propose and test a hierarchical and integrated model of service quality, hypothesising the existence of three second-order dimensions: functional quality (describing the efficiency with which the service core is provided); tangibles (the quality of physical service environment); and relational quality (relational or emotional b…

SERVQUAL Reliability and Validity in Travel Agencies

2003

Social causes and consequences of clients’ satisfaction with hotels

2015

Con el objeto de evidenciar la dimensión social del proceso de satisfacción, proponemos un modelo causal donde la satisfacción y el valor son constructos centrales, con dos antecedentes (calidad de servicio y valor social) y dos consecuencias en forma de lealtad (boca-oreja electrónico y boca-oreja global). El modelo es contrastado entre 386 huéspedes de hoteles españoles confirmándose el peso que tienen en el proceso lealtad las variables de carácter social: valor social y boca-oreja. Se presentan importantes implicaciones para la gestión y futuros avances para la investigación académica. ABSTRACT In order to make evidence the social dimension of satisfaction process, we propose a causal m…

Journal of Economics and Management Research, N 10

2021

The role of trust in cruise passenger behavioral intentions : The moderating effects of the cruise line brand

2014

Purpose– The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions.Design/methodology/approach– A structural model was developed. In order to verify the hypotheses, a total of 729 cruise passengers were sampled. The study of the data used structural equation models by means of a multi-group analysis.Findings– The results of this study suggest significant paths to increase behavioral intentions: perceived service quality? satisfaction? trust?. In addition, it has been proved that the cruise line moderates the r…