Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions
نویسندگان
چکیده
منابع مشابه
Service Quality and its Importance for Rail Freight Customers
Liberalisation process has just started in the Turkish rail market with the new law recently entered into force in order to comply with EU Directives. In the liberalised markets, service quality is the decisive factor that rail undertakings can use to create difference and achieve competitive advantages. The purpose of this paper is to analyse the customer perceived service quality for rail fre...
متن کاملCustomers’ perceptions of online retailing service quality and their satisfaction
Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the si...
متن کاملPartitioning Customers into Service
We consider how to partition arriving customers into service groups that will be served separately , in a rst-come rst-served manner, by multi-server service systems having a provision for waiting, and how to assign an appropriate number of servers to each group. We assume that customers can be classiied upon arrival, possibly according to their service requirements. We model the congestion exp...
متن کاملFactors Influencing Healthcare Service Quality
Background The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian hea...
متن کاملThe Effect of Excuses on Customers' Perceptions of Service Agents rollowing Service Delays
............. 1 Chapter
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Journal of Marketing Management
سال: 2001
ISSN: 0267-257X,1472-1376
DOI: 10.1362/026725701323366944