Showing 1 - 5 of 5
A critical issue in the effective development and promotion of services is the identification of which service components are most closely related to attitude toward the service provider and repeat purchase behavior. The present study disaggregates a service (passenger rail transportation) into...
Persistent link: https://www.econbiz.de/10014904947
Reports on research into measurement of consumer expectations. Examines the stability of consumer expectations and considers whether the measurement of expectations should occur before or after the service encounter. Discusses the measurement issue as a way of building competitive advantage by...
Persistent link: https://www.econbiz.de/10014905490
Service firms operating on low margins per transaction must generate a high volume of business to survive the competitive environment of the 1990s. Firms must raise the expectations of consumers to increase patronage, then successfully meet these expectations. Examines the antecedents to...
Persistent link: https://www.econbiz.de/10014905536
Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services,...
Persistent link: https://www.econbiz.de/10014905587
In recent years, professional service organizations have begun to successfully implement various sales promotion techniques, and potential customers are responding favorably to such promotions. This exploratory research examined the impact of sales promotions on consumer attitudes and...
Persistent link: https://www.econbiz.de/10014905631