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Technology’s Impact on the Gaps Model of Service Quality · Study

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ChapterTechnology’s Impact on the Gaps Model of Service Quality

Mary Jo Bitner2010

Chapter2010

Technology’s Impact on the Gaps Model of Service Quality

Mary Jo Bitner · Valarie A. Zeithaml · Dwayne D. Gremler

140 citations·0/0 files stored·Service science: research and innovations in the service economy

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2003Evolving to a New Dominant Logic for Marketing 1996The Behavioral Consequences of Service Quality 2010Satisfaction: a behavioral perspective on the consumer 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 2004E-S-QUAL 1990Delivering quality service: balancing customer perceptions and expectations

Cited by

2017E-service Quality Management of a Hotel Website: A Scale and Implications for Management 2024Digital transformation in an emerging economy: exploring organizational drivers 2015Firm self-service technology readiness 2020Components of airport experience and their roles in eliciting passengers' satisfaction and behavioural intentions 2016Exploring the Key Enabling Role of Digital Technologies for PSS Offerings 2022

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2011Toward a deeper understanding of service marketing: The past, the present, and the futurearticle · 13 shared references 2012What is Quality? An Integrative Framework of Processes and Statesarticle · 11 shared references 2013Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delightsarticle · 11 shared references 2006Marketing Models of Service and Relationshipsarticle · 10 shared references 2007Outcomes of service encounter quality in a business-to-business contextarticle · 10 shared references 2007A Hierarchical Model of Health Service Qualityarticle · 9 shared references

Details

Year2010

Typechapter

Published2010-01-01

VenueService science: research and innovations in the service economy

ISSN-L1865-4924

Languageen

Citations140

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/978-1-4419-1628-0_10

openalex_workW95392410

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People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms

2015A Service Science Perspective on the Role of ICT in Service Innovation

2017Investigating causal linkages in the balanced scorecard: an Indian perspective