Abstracts » Business

The nature and determinants of customer expectations of service

Article Abstract:

A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service, Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications of the model and its propositions. (Reprinted by permission of the publisher.)

Research

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Service quality, profitability, and the economic worth of customers: what we know and what we need to learn

Article Abstract:

Issues discussed concern the link between quality expenditures and profits, focusing on the economic value of quality service. Topics addressed include market segmentation, and the impact of quality on customer loyalty, reputation, customer perceptions, and purchase intentions.

United States, Analysis, Economic aspects, Marketing, Marketing research, Market research, Marketing models, Services industry, Service industries

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Price and Brand Name as Indicators of Quality Dimensions for Consumer Durables

Article Abstract:

This study s how consumers make their choices based on quality, price and perception. Research methods and results are included.

Standards, Statistical Data Included, Planning, Brand name products, Brand names, Consumers, Durable goods

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