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ArticleDelays and the Dynamics of Service Evaluations

Steven A. Taylor1994

Article1994

Delays and the Dynamics of Service Evaluations

Steven A. Taylor · John D. Claxton

75 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Aviation Industry Analysis and Trends Service and Product Innovation

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References

1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1974An approach to environmental psychology 1991Refinement and reassessment of the SERVQUAL scale.1990Delivering quality service: balancing customer perceptions and expectations 1972Elimination by aspects: A theory of choice.

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Year1994

Typearticle

Published1994-06-01

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations75

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1177/0092070394223006

openalex_workW2004245830

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2005

Views From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting

2010Rethinking perceived service quality: An alternative to hierarchical and multidimensional models

2016Relationship between service quality and customer equity in traditional markets