The determinants of perceived service quality and its relationship with satisfaction

Article Abstract:

Performance as perceived by customers rather than the difference between that perception and the customer's prior expectations explains more the variation in service quality. It is the customer's satisfaction that leads to perceived quality of service rather than the reverse. More emphasis on responsiveness is expected to be placed on people-based services than on equipment and facility based services.

Employee performance appraisals, Performance appraisals

---

The use of quality expectations to segment a service market

Article Abstract:

Service customers are classified on the basis of quality expectations. Then a segmentation should made to find out the degree of influence each element of the offer has on customer satisfaction. Finally, the aspects of the offer on which the customer has greater expectations are those which eventually influence their satisfaction to a greater extent.

Strategy & planning, Beliefs, opinions and attitudes, Consumer preferences

---

The use of quality expectations to segment a service market

Article Abstract:

The effect of service quality expectations on market segmentation is discussed.

United States, Service Industries, Analysis

Similar abstracts:

• Abstracts: The nature and determinants of customer expectations of service. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn
• Abstracts: The accrual of interest on derivative instruments: where do we go from here? Reconsidering the accrual of interest income
• Abstracts: Shoring up the industry's valuations. Recent patents in molecular evolution. Moving the gene patent debate forward
• Abstracts: General Growth Properties & IBM to deploy interactive kiosks at malls. Palisades Center mall signs GeePS to provide wireless technologies
• Abstracts: Taking the spin off spin-offs. From strength to strength: Peter Johnston, chief executive, IFAC. Blueprint for the future

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.