The effect of cues on service quality expectations and service selection in a restaurant setting

Article Abstract:

A method for evaluating the relative importance of various cues used by consumers in rating and choosing a service is introduced. Conjoint analysis is used to examine the trade-off nature of cues in a restaurant selection process by consumers. The price factor apparently plays both a positive and negative role to the overall selection of a restaurant. More personal sources of information such as manner of employees and opinion of friends and relatives seem to have the greatest influence on both consumer service expectations and selection.

Analysis, Consumer preferences, Ranking and selection (Statistics)

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Dimensions of uniform perceptions among service providers

Article Abstract:

Service industry employees' perceptions about uniforms are studied. Results show that uniforms create an impression of status, authority, legitimacy and group identification for both the wearer and observer. It is also suggested that managers consider the opinions of employees prior to uniform implementation since perceptions of uniforms have a strong influence on the wearer's attitude and general behavior.

Service Industries, Psychological aspects, Services industry, Services industry workers, Service industries workers, Uniforms

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Zone-of-tolerance moderates the service quality-outcome relationship

Article Abstract:

The usage of zone-of-tolerance concept in examining customer services quality is discussed.

United States, Product quality, Methods, Evaluation, Quality management, Customer service, Customer relationship management, Support services

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