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Measuring service quality with text analytics : considering both importance and performance of consumer opinions on social and non-social online platforms

Lu, Lin; Xu, Pei; Wang, Yen-Yao; Wang, Yu - In: Journal of business research : JBR 169 (2023), pp. 1-12

Persistent link: https://www.econbiz.de/10014468560

Dienstleistungen im Internet und ihre Qualität aus Kundensicht

Breithaupt, Hans-Friedrich - 2005 - 1. Aufl.

Persistent link: https://www.econbiz.de/10002749839

Upward Product Line Extensions : The Longitudinal Interplay of Objective Service Performance, Overall Perceived Quality, and Purchase Amount

Cho, Jihoon; Janda, Swinder - 2022

This study utilizes unique field data from a major quick-service restaurant chain to investigate the longitudinal interplay of objective service performance, perceived service quality, and actual purchase amount in the context of an upward product line extension. Results indicate that objective...

Persistent link: https://www.econbiz.de/10014083600

Service performance quality evaluation and satisfaction in a USA wine festivalscape : buying behavioural effects

Bruwer, Johan; Kelley, Kathleen - In: International journal of event and festival management 6 (2015) 1, pp. 18-38

Persistent link: https://www.econbiz.de/10011298053

Cue congruence effects of attribute performance and hosts' service quality attributes on room sales on peer-to-peer accommodation platforms

Chen, Dongzhi; Bi, Jian-Wu - In: International journal of contemporary hospitality management 34 (2022) 10, pp. 3634-3654

Persistent link: https://www.econbiz.de/10013412934

Development and validation of an instrument to measure user perceived service quality of mHealth

Akter, Shahriar; D'Ambra, John; Ray, Pradeep Kanta - In: Information & management : the internat. journal of … 50 (2013) 4, pp. 181-195

Persistent link: https://www.econbiz.de/10009748424

Measuring quality of information services : combining mystery shopping and customer satisfaction research to assess the performance of tourist offices

Minghetti, Valeria; Celotto, Emilio - In: Journal of travel research : a quarterly publication of … 53 (2014) 5, pp. 565-580

Persistent link: https://www.econbiz.de/10010400560

Retail service quality in India : construct exploration and measure development

Verma, Harsh V.; Duggal, Ekta - In: South Asian journal of global business research : … 3 (2014) 1, pp. 129-148

Persistent link: https://www.econbiz.de/10011293369

The predictive ability of different customer feedback metrics for retention

Haan, Evert de; Verhoef, Peter C.; Wiesel, Thorsten - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 195-206

Persistent link: https://www.econbiz.de/10011337502

Measurement scales for technology-generated customer contact

Rudran, Raghunath; Kumar, J. Ajith - In: International journal of operations & production … 37 (2017) 5, pp. 534-556

Persistent link: https://www.econbiz.de/10011661472