Service quality, customer satisfaction, and customer value: A holistic perspective
Great article - need to read around it - but sounds exactly what I am looking for. Applied to lodgings but integrated model IS what I am looking for. Looks at an discusses all the relevant concepts, and then builds an integrated / holistic model.
First of all looks at service quality lit SERQUAL
Then Oliver's 1981 expectancy disconfirmation model looks more at "direct" measures - the SERVQUAL measured before and after and then looks at the difference. EDP looks at comparisions with "worse than/ better than expected" scale. This model asserts that customer satisfaction is a direct function of subective disconfirmation.
SERVQUAL differs from EDP in that EDP attempts to explain and theorize whereas SERVQUAL looks to describe
Oh points to the fact that EDP is generally accepted by market researchers.
Then moves onto value.
Zeithaml. (1988)
Dodds (1991)
Woodruff (1997)
Parasuraman (1997)
Lots of ambiguity of definitions of value.
This study looks at the diversified views on the consumer purchase decision-making process that are reflected in the models of service quality, customer satisfaction, and customer value.
Sunday, 11 November 2007
Thursday, 8 November 2007
bolton 1991
A Multistage Model of Customers' Assessments of Service Quality and Value
quite an old deep article - looking primarily at SERVQUAL- from Parasuraman, Berry, Zeithaml.
Looks at Satisfaction (EDP), service quality, service value, perceived quality
The methods looked at local telephone services from 1985
sample of 1408
limitations - phone service (?) multi-stage not really suitable.
quite an old deep article - looking primarily at SERVQUAL- from Parasuraman, Berry, Zeithaml.
Looks at Satisfaction (EDP), service quality, service value, perceived quality
The methods looked at local telephone services from 1985
sample of 1408
limitations - phone service (?) multi-stage not really suitable.
martinez 2006
Can Price Promotions Improve Tourist Loyalty to Tour Operators
better article than it seems - appears to be about price promotion which isn't really too relevant, but the methodology is cool
looks at loyalty, attitude, and switching costs.
makes a good distinction between First timer and repeater.
pg 39 instrument
Perceived quality 8 items
switching costs 2 items
to loyalty 2 items
better article than it seems - appears to be about price promotion which isn't really too relevant, but the methodology is cool
looks at loyalty, attitude, and switching costs.
makes a good distinction between First timer and repeater.
pg 39 instrument
Perceived quality 8 items
switching costs 2 items
to loyalty 2 items
cronin 1992
Measuring Service Quality: A Reexamination and Extension
good article - trying to sort the eternal problem of Service quality ? customer satisfaction / intentions
links well into value.
one of the key articles as it really tries to dig into the issues and arguments.
highlights how complicated the whole issue is.
is serice quality different from satisfaction? how?
uses SERVQUAL (parasuraman, zeithaml, berry 1988)
importance weighted SERVQUAL
SERVPERF
inportance-weighted version of SERVPERF
medium sized city in US
660 usuable questionnaires
banking, fast food, dry cleaning, pest control
generalizable?
good article - trying to sort the eternal problem of Service quality ? customer satisfaction / intentions
links well into value.
one of the key articles as it really tries to dig into the issues and arguments.
highlights how complicated the whole issue is.
is serice quality different from satisfaction? how?
uses SERVQUAL (parasuraman, zeithaml, berry 1988)
importance weighted SERVQUAL
SERVPERF
inportance-weighted version of SERVPERF
medium sized city in US
660 usuable questionnaires
banking, fast food, dry cleaning, pest control
generalizable?
Grewal 1998
The Effects of Price-Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions
of limited value - perceived acquisition value discussed, but more to do with products, prices and advertising.
distinction between transaction value and acquisition value (?)
pg 48
I think perceived acquisition value is closer to what i am talking about - perceived value.
Perceived transaction value - more about variations in price - special deals and how peolpe feel about them.
of limited value - perceived acquisition value discussed, but more to do with products, prices and advertising.
distinction between transaction value and acquisition value (?)
pg 48
I think perceived acquisition value is closer to what i am talking about - perceived value.
Perceived transaction value - more about variations in price - special deals and how peolpe feel about them.
Moliner 2006
Relationship quality with a travel agency: The influence of the postpurchase perceived value of a tourism package
very eloborate model - sample from spain looking at perceived value/satisfaction/ trust / commitment
Interesting veer in to the more emotional side of feelings, rather than the purely rational.
Good blurbs on SATISFACTION, COMMITMENT, TRUST, PERCEIVED VALUE,
Uses GLOVAL scale (?) full scale shown on pg 203
Good breakdown of trust/ satisfaction/commitment instruments pg 205
402 interviews in 3 different cities.
Analysed using LISREL
touches on Ajzen Fishbein
very eloborate model - sample from spain looking at perceived value/satisfaction/ trust / commitment
Interesting veer in to the more emotional side of feelings, rather than the purely rational.
Good blurbs on SATISFACTION, COMMITMENT, TRUST, PERCEIVED VALUE,
Uses GLOVAL scale (?) full scale shown on pg 203
Good breakdown of trust/ satisfaction/commitment instruments pg 205
402 interviews in 3 different cities.
Analysed using LISREL
touches on Ajzen Fishbein
Wakefield 1996
Retailing hedonic consumption: A model of sales promotion of a leisure service
Good study - touches on loyalty and perceived value in a straight forward way - no in-depth discussion.
Perhaps not too applicable as it looks at minor league baseball with fireworks, but the instrument is interesting.
p417
B Loyalty to service provision
3 items
C perceived Quality of service environment
3 items
E. Peceived value of service provision
3 items
F Repatronage Intention
1 item
Good study - touches on loyalty and perceived value in a straight forward way - no in-depth discussion.
Perhaps not too applicable as it looks at minor league baseball with fireworks, but the instrument is interesting.
p417
B Loyalty to service provision
3 items
C perceived Quality of service environment
3 items
E. Peceived value of service provision
3 items
F Repatronage Intention
1 item
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