Strategies for Reducing Perceptions of Quality Risk in Services

L. W. Turley

30 citations0/0 files storedJournal of Services Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Explores the extent to which consumers perceive various services as quality‐risk purchases. Describes a panel study which indicated that problem is felt by most types of services and therefore should be considered by service managers. Discusses possible strategies for reducing this perception.

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Communication and Control Processes in the Delivery of Service Quality 1984Strategic Management and Marketing in the Service Sector 1972The Components of Perceived Risk 1979Where does the customer fit in a service operation?1973Perceived Risk and Its Components: A Model and Empirical Test 1985Service Management: Strategy and Leadership in Service Businesses.1988The service-quality puzzle

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2001Means-End Theory: Getting the Service Customers's Attention

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