Customer perceptions of service operations: Gestalt, incident or mythology?

Article Abstract:

An analysis of the factors influencing consumer perceptions of service quality reveals that service incidents play a large part in the formation of perceptions. The study supports the notion that persons create Gestalt impressions about their experiences in restaurants. Clients are also found to depend primarily on preconceived and generalized perceptions. Efforts to evaluate service quality based on Likert scale founded on Gestalt impressions would appear to experience problems of randomness because of the reliance of the perceptions on incidents during the service process.

Customer Relations, Research, Models, Analysis, Consumer behavior, Perception, Perception (Psychology)

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Measuring service quality of travel agents: evidence from northern Cyprus

Article Abstract:

The results of a study conducted on 337 travel agents of Northern Cyprus to examine the standard of service they offer to customers based on 'SERVQUAL' instrument have been described.

Product standards, safety, & recalls, Travel Agents, Lodging & Tourist Services, Travel Agencies, Accommodation, Services information, Cyprus, Passenger Transportation Arrangement, Standards, Evaluation, Services, Travel industry, Support services

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Importance-performance analysis using the profile accumulation technique

Article Abstract:

The profile accumulation technique is used for a professional association importance-performance analysis of members.

Hong Kong, Professional Organizations, Business Associations, Trade Associations, Professional Membership Assns, Statistical Data Included, Membership, Trade and professional associations, Professional associations

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