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An Assessment on Service Quality in Malaysia Insurance Industry
15 references·7 citing·35 second hop
An Assessment on Service Quality in Malaysia Insurance Industry (2008)An Assessment on Service Quality in Malay…Services Marketing Management (2006)Services Marketing ManagementCapacity management in service organisations (1998)Capacity management in servic…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Measuring Customer Satisfaction (1995)Measuring Customer Satisfacti…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Two Approaches to Service Quality Dimensions (1991)Two Approaches to Service Qua…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Service Quality: A Profit Strategy for Financial Institutions (1988)Service Quality: A Profit Str…Quality counts in services, too (1985)Quality counts in services, t…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Marketing Intangible Products and Product Intangibles (1981)Marketing Intangible Products…The Marketing of Services (1980)The Marketing of ServicesManagement of Service Operations: Text, Cases and Readings (1979)Management of Service Operati…Management Misinformation Systems (1967)Management Misinformation Sys…The Effect Of Tangibles, Responsiveness, And Reliability On Customer Satisfaction Of Delivery Services (2019)The Effect Of Tangibles, Resp…Service quality and its impact on customers’ behavioural intentions and satisfaction: an empirical study of the Indian life insurance sector (2016)Service quality and its impac…Factors affecting service recovery performance and customer service employees (2016)Factors affecting service rec…Exponential Intuitionistic Fuzzy Information Measure with Assessment of Service Quality (2016)Exponential Intuitionistic Fu…Human resource management factors and service recovery performance in Malaysian life insurance industry (2014)Human resource management fac…A Comparative Analysis of Customers’ Satisfaction for Conventional and Islamic Insurance Companies in Pakistan (2014)A Comparative Analysis of Cus…Evaluation of customer satisfaction with services of a micro-finance institution: Empirical evidence from Women Association for Social and Economic Gain customers in Togo (2013)Evaluation of customer satisf…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Classifying Services to Gain Strategic Marketing Insights (1983)Emerging perspectives on services marketing (1983)Strategic Management and Marketing in the Service Sector (1984)Student perceptions of service quality in a UK university business and management faculty (2000)The relationships among quality, value, satisfaction and behavioral intention in health care provider choice (2002)Online service quality dimensions and their relationships with satisfaction (2004)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Service‐Orientated Approach to Marketing of Services (1978)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior (2000)Influence of Corporate Social Responsibility on Loyalty and Valuation of Services (2005)A Marketing Approach to the Tourist Experience (2007)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Quality in the Service Sector: A Review (1989)Internal marketing: a review and some interdisciplinary research challenges (1995)Building and testing theories of decision making by travellers (2004)Capturing value creation in business relationships: A customer perspective (2003)Value in business markets: What do we know? Where are we going? (2005)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)MIS Problems and Failures: A Socio- Technical Perspective (1977)Review: The Resource-Based View and Information Systems Research: Review, Extension, and Suggestions For Future Research1 (2004)The Concept of Information Overload - A Review of Literature from Organization Science, Accounting, Marketing, MIS, and Related Disciplines (2004) (2008)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1967Management Misinformation Systems1,094 cited
  • 1991Two Approaches to Service Quality Dimensions709 cited
  • 1981Marketing Intangible Products and Product Intangibles684 cited
  • 1985Quality counts in services, too580 cited
  • 1980The Marketing of Services363 cited
  • 1979Management of Service Operations: Text, Cases and Readings252 cited
  • 1998Capacity management in service organisations149 cited
  • 1988Service Quality: A Profit Strategy for Financial Institutions143 cited
  • 2006Services Marketing Management113 cited
  • 1995Measuring Customer Satisfaction102 cited

Cited by

  • 2016Service quality and its impact on customers’ behavioural intentions and satisfaction: an empirical study of the Indian life insurance sector

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46 cited
  • 2016Exponential Intuitionistic Fuzzy Information Measure with Assessment of Service Quality44 cited
  • 2016Factors affecting service recovery performance and customer service employees39 cited
  • 2014Human resource management factors and service recovery performance in Malaysian life insurance industry25 cited
  • 2019The Effect Of Tangibles, Responsiveness, And Reliability On Customer Satisfaction Of Delivery Services20 cited
  • 2013Evaluation of customer satisfaction with services of a micro-finance institution: Empirical evidence from Women Association for Social and Economic Gain customers in Togo17 cited
  • 2014A Comparative Analysis of Customers’ Satisfaction for Conventional and Islamic Insurance Companies in Pakistan15 cited