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Details van artikel 5 van 56 gevonden artikelen
| Titel: |
Assessing Perceived Quality in Industrial Service Settings: |
| Auteur: |
Babakus, Emin Pedrick, Dennis Richardson, Andrea |
| Verschenen in: |
Journal of business-to-business marketing |
| Paginering: | Jaargang 2 (1995) nr. 3 pagina's 47-67 |
| Jaar: |
1995-10-24 |
| Inhoud: |
The development and application of a 22-item perceived service quality measure for the flight attendant segment of airline catering services is described. This ''performance-only'' scale emerges as a unidimensional measure with better psychometric properties than an alternative formulation based on ''performance x importance'' scores. Results of hypotheses tests provide evidence supporting the proposition that service performance exerts a significant influence on behavioral intentions via the mediating role of overall service quality perceptions. In addition, the study provides insights of a practical nature within an ongoing quality improvement environment. In particular, the measure provides actionable information for decision makers. Implications of the findings for researchers and industrial services marketers are discussed. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 5 van 56 gevonden artikelen
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