Search results for "Service quality"
showing 10 items of 127 documents
Service quality from the point of view of people with intellectual disability: relationships with its satisfaction and wellbeing
2017
Service quality in centers for individuals with intellectual disability plays an important role in their satisfaction and well-being. However, the perspective of in- dividuals with intellectual disability has been relatively neglected in previous research studies. For this reason, the current study aims to analyze service quality (functional, relational, and tangibles) considering the point of view of individuals with intellectual disability, and its links to satisfaction with the center and subjective well-being. The sample was composed of 786 subjects with intellectual disability who were using different types of centers (day-care services, occupational services, and residential services)…
Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study1
2011
Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross-level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer s…
Economic Allocation in Life Cycle Assessment The State of the Art and Discussion of Examples
2012
Summary This article examines methods for analyzing allocation in life cycle assessment (LCA); it focuses on comparisons of economic allocation with other feasible alternatives. The International Organization for Standardization's (ISO) guideline 14044 indicates that economic allocation should only be used as a last resort, when other methods are not suitable. However, the LCA literature reports several examples of the use of economic allocation. This is due partly to its simplicity and partly to its ability to illustrate the properties of complex systems. Sometimes a price summarizes complex attributes of product or service quality that cannot be easily measured by physical criteria. On th…
Fuzzy-neural Web switch supporting differentiated service
2006
New designs of the Web switches must incorporate a client-and-server-aware adaptive dispatching algorithm to be able to optimize multiple static and dynamic services providing quality of service and service differentiation. This paper presents such an algorithm called FNRD (Fuzzy-Neural Request Distribution) which operates at layer-7 of the OSI protocol stack. This algorithm assigns each incoming request to the server with the least expected response time estimated using the fuzzy approach. FNRD has ability for learning and adaptation by means of a neural network feedback loop. We demonstrate through the simulations that our dispatching policy is more effective than state-of-the-art layer-7…
Customer Satisfaction and Quality Services in the Hotel Industry: A Strategic Approach
2018
In the hotel and hospitality industry, managers need to see quality as their main competitive advantage and need the acknowledge the ways in which quality can be used to drive competitiveness. As one of the most important aspects of hotel management and customer relationship management, the quality of all touristic services influenced by the intensifying competition, determine suppliers to take into account more the needs and requirements of customers in order to have a successful strategy. In the digital world where consumers are well-informed, the choice to purchase best quality services is the ultimate choice given the opportunity to compare other services with other companies. Both mana…
Logistics service quality and buyer–customer relationships: the moderating role of technology in B2B and B2C contexts
2011
Logistics service quality (LSQ) concentrates on the results of the company's performance in the process of bringing merchandise and information from the company's warehouse to customers' home. There is neither consensus about its dimensions nor on how it might be influenced by technological solutions. The present article aims at identifying the main antecedents of LSQ, examining the influence of technology and its effects in terms of customer commitment and loyalty in B2B and B2C contexts. As a result, similar patterns are observed in the relationships of LSQ–commitment–loyalty with mixed evidence about the moderating role of information technology.
Accounting for service quality to customers in the efficiency of water companies: evidence from England and Wales
2015
This paper investigates the role of service quality to customers in the efficiency assessment of water companies in England and Wales. To achieve this, data envelopment analysis techniques are employed to compute the technical efficiency of the water companies following two approaches: (i) traditional assessment based on quantity variables (without the inclusion of service quality variables) and (ii) alternative assessment considering quantity and service quality variables as undesirable outputs. The analysis covers 22 water and sewerage companies and water only companies providing drinking water services. The results indicate that the traditional efficiency assessment reveals a high level …
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 …
Exploring the links between destination attributes, quality of service experience and loyalty in emerging Mediterranean destinations
2020
Abstract Since the publication of the “Experience Economy” work by Pine and Gilmore in 1999, understanding the increasing complexity of the customer experience within the customer journey in the tourism industry is a priority for researchers and destination management organizations. This study contributes to the extension of the Experience Economy in tourism research by examining the links between tourists' assessment of destination attributes, their perceived quality of the service experience and loyalty, in seven emerging Mediterranean destinations. To date, little research has explored the aforementioned aspects, even though the Mediterranean region is the leading tourism destination in …
Logistics Service Quality and Technology Investment in Retailing
2009
The quality of physical distribution could be a source of differentiation and, consequently, provide a competitive advantage for the retailer. There is no consensus in the literature, however, on the components of logistics service quality, nor on the role of the retailer's investment in technology. In this context, the present paper aims at evaluating the major components of logistics service quality and technological investment, as well as analysing their impact on the results achieved by the store in terms of satisfaction and customer loyalty in different retailing sectors. As a result, we conclude that there is a need for the retailer to plan investment in technology applied to logistic…