Search results for "Service quality"

From service quality in organisations to self-determination at home

2015

Background In our proposed model, family members' perceptions of service quality in organisations improve communication about self-determination. In turn, family perceptions of communication openness have a positive relationship with self-determination attitudes of family members. Finally, these attitudes predict self-determination behaviours of individuals with intellectual disability, as reported by family members. Method We tested this model with a sample of 625 family members (196 using ‘day care services’ and 429 using ‘occupational services’). Results Multi-sample structural equation modelling (SEM) supported the model. Communication and attitudes fully mediated the link from service …

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…

QUALITY MARKET ORIENTATION

2005

This paper analyzes the effects of market orientation from two perspectives. First, its direct influences on tourist agencies' perceived performance, and its indirect ones on per- formance through the perceived value of market information. Second, direct effects on the perceived service quality offered by the firm and indirect influences derived from the utiliza- tion of quality measurement systems are analyzed. Hypothesized relationships are tested in an empirical study of tourist managers. Research findings confirm the proposed relationships, except the influence of using quality measurement systems on service. A positive direct influ- ence between perceived service quality and performanc…

The role of organizational facilitators in promoting job-related mental health and group service effectiveness: a two-wave analysis

2016

This study aimed to add to knowledge by providing a more systematic integration of work characteristics, workers’ health and performance. The two-wave multi-source study was conducted to test the relationship over time between the healthy states of groups of service-oriented workers and their service effectiveness when their organizations provide facilitators such as training, technical support and autonomy. The study takes healthy states to be a composite of affective-motivational and competent collective states (collective vigour and service competence) and service effectiveness. Service effectiveness was a combination of service quality as assessed by customers and their loyalty intentio…

Is Admission-Controlled Traffic Self-Similar?

2002

It is widely recognized that the maximum number of heavy-tailed flows that can be admitted to a network link, while meeting QoS targets, can be much lower than in the case of markovian flows. In fact, the superposition of heavy-tailed flows shows long range dependence (self-similarity), which has a detrimental impact on network performance. In this paper, we show that long range dependence is significantly reduced when traffic is controlled by a Measurement-Based Admission Control (MBAC) algorithm. Our results appear to suggest that MBAC is a value added tool to improve performance in the presence of self-similar traffic, rather than a mere approximation for traditional (parameter-based) ad…

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…

Participación asociativa percibida en contextos socio-educativos: validación de contenido

2019

En las asociaciones del Tercer Sector de acción socioeducativa se han ido estableciendo lógicas, políticas y prácticas para acreditar la calidad de los servicios. Este tipo de orientaciones organizativas son similares a los procedimientos que se han llevado a cabo en los últimos años, en otros contextos educativos, y que han mermado considerablemente la participación real y eficaz de los principales agentes implicados. A ello se suma la falta de estándares para evaluar la participación asociativa percibida. Atendiendo a esta problemática, nos planteamos el objetivo de establecer unos indicadores válidos que permitan registrar la perspectiva de los socios y los profesionales acerca de su par…

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

2017

Previous literature on consumer behavior has tackled the experiential approach in retailing services in depth; however, most of the previous studies have concentrated on the simultaneous but not concatenated effects of value dimensions on satisfaction and/or loyalty. Furthermore, tourists' shopping behavior remains an underdeveloped area of study from the experiential perspective. This work explores experiential tourist shopping value, aiming to (a) explain tourists' loyalty to retailers by adding causality to experiential dimensions and (b) prove the subjectivity of these values. After a diachronic and synchronic review of the literature on experiential shopping value, a structural model w…

SERVQUAL Reliability and Validity in Travel Agencies

2003

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…