Service quality in the Australian advertising industry: a methodological study
Article Abstract:
Two measurement tools employed by Australian advertising agencies in determining customer perceptions namely, SERVQUAL and SERVPERF are analyzed. The study shows that SERVPERF can best predict service quality over SERVQUAL. Moreover, the evaluation of SERVQUAL can be parralleled with SERVPERF but in the end the application of both methods to one agency and one set of customers gives the information on which to act. Or else, more scientific approaches to measuring quality will be needed.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1997
User Contributions:
Comment about this article or add new information about this topic:
Increasing the persuasiveness of a service guarantee: the role of service process evidence
Article Abstract:
Research into service guarantees is given. This paper gives a conceptual and empirical look at service guarantees. The research finds that the guarantee is more persuasive when service providers include evidence of their service.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2001
User Contributions:
Comment about this article or add new information about this topic:
- Abstracts: Peace of mind that's cheap at the price. Giving investors a Pep talk
- Abstracts: The Wallis Inquiry: its place in the evolution of the Australian financial system. Resource consents: intangible fixed assets?
- Abstracts: NOAH hears six complaints in 2000. Another hard year for Italy's industry. Ireland's APHA launches online compendium
- Abstracts: Structural analysis: defining epitopes: it's not as easy as it seems. Efficient metaphase II transgenesis with different transgene archetypes
- Abstracts: Investing in microcap stocks. Investing in science & technology stocks. Restaurant stocks