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Service quality: gaps in the Malaysian telemarketing industry · Study

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ArticleService quality: gaps in the Malaysian telemarketing industry

Norizan Mohd Kassim2002

Article2002

Service quality: gaps in the Malaysian telemarketing industry

Norizan Mohd Kassim · Jamil Bojei

56 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Healthcare Quality and Satisfaction

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1991Refinement and reassessment of the SERVQUAL scale.1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

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2015Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups 2006Subjective appraisal of service quality using fuzzy linguistic assessment 2023Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance 2010New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges

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Year2002

Typearticle

Published2002-10-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations56

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0148-2963(00)00224-1

openalex_workW2016827157

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