The Role of Critical Incidents to Compliment Service Quality Information for a Sport and Leisure Centre
|
 |
|
Post a Comment
|
|
|
|
|
CONTRIBUTORS:
|
|
|
JOURNAL:
|
|
|
YEAR:
|
2002
|
|
PUB TYPE:
|
Journal Article
|
|
SUBJECT(S):
|
None
|
|
DISCIPLINE:
|
No discipline assigned
|
|
HTTP:
|
|
|
LANGUAGE:
|
None
|
|
PUB ID:
|
103-389-193
(Last edited on
2003/04/25 14:57:36 GMT-6)
|
|
SPONSOR(S):
|
|
|
REFERENCES:
(Display Abstract)
|
<<<
1
2
3
>>>
|
|
[
1
|
0
]
|
Absher, J..
(1993)
Importance-performance Analysis. Two methodological issues and suggested post hoc solutions
|
|
(Conference Paper presented at the
ANZALS Biennial
)
|
|
|
[
2
|
0
]
|
Anderson, E.W.; Mittal, V..
(2000)
Streghtening the satisfaction-profit Chain
|
|
(Journal Article in
Journal of Service Research
)
|
|
|
[
2
|
0
]
|
Asubonteng, P.; McCleary, K.; Swan, J..
(1996)
SERVQUAL revisited: A critical review of service quality
|
|
(Journal Article in
Journal of Services Marketing
)
|
|
|
[
2
|
0
]
|
Babakus, E.; Boller, G..
(1991)
An empirical assessment of the SERVQUAL scale
|
|
[
2
|
0
]
|
Babin, B.J.; Griffin, M..
(1998)
The nature of satisfaction: An updated examination and analysis
|
|
(Journal Article in
Journal of Business Research
)
|
|
|
[
3
|
0
]
|
Berry, L. L.; Parasuraman, A.; Zeithaml, V. A..
(1993)
More on improving service quality measurement
|
|
[
1
|
0
]
|
Berry, L.L.; Parasuraman, A.; Zeithaml, V.A..
(1994)
Improving Service Quality in America: Lessons Learned
|
|
(Journal Article in
Academy of Management Executive
)
|
|
|
[
2
|
0
]
|
Bitner, M.J.; Booms, B.; Tetreault, M..
(1990)
The service encounter: Diagnosing favourable and unfavourable incidents
|
|
(Journal Article in
Journal of Marketing
)
|
|
|
[
1
|
0
]
|
Bolton, R.N..
(1998)
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
|
|
(Journal Article in
Marketing Science
)
|
|
|
[
2
|
0
]
|
Bolton, R.; Drew, J..
(1992)
Mitigating the effect of service encounters
|
|
[
3
|
0
]
|
Brady, M.K.; Robertson, C.J..
(2001)
Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study
|
|
(Journal Article in
Journal of Business Research
)
|
|
|
[
2
|
0
]
|
Brown, S. W.; Swartz, T. A..
(1989)
A gap analysis of professional service quality
|
|
[
2
|
0
]
|
Buttle, F..
(1996)
SERVQUAL: Review, critique, research agenda
|
|
(Journal Article in
European Journal of Marketing
)
|
|
|
[
1
|
0
]
|
Cadotte, E.R.; Turgeon, N..
(1988)
Dissatisfiers and satisfiers: suggestions from customer complaints and compliments
|
|
(Journal Article in
Journal of Satisfaction, Dissatisfaction and Complaining Behaviour
)
|
|
|
[
3
|
0
]
|
Carman, J. M..
(1990)
Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
|
|
[
1
|
0
]
|
Chung, B.; Hoffman, K.D..
(1998)
Critical Incidents: Service Failures that matter most
|
|
(Journal Article in
Cornell Hotel and Restaurant Administration Quarterly
)
|
|
|
[
1
|
0
]
|
Churchill, G.; Suprenant, C..
(1982)
An investigation into determinants of customer satisfaction
|
|
(Journal Article in
Journal of Marketing Research
)
|
|
|
[
2
|
0
]
|
Crompton, J.L.; MacKay, K.J.; Fesenmaier, D.R..
(1991)
Identifying dimensions of service quality in public recreation
|
|
(Journal Article in
Journal of Park and Recreation Administration
)
|
|
|
[
4
|
0
]
|
Cronin, JrJ. J.; Brady, M. K.; Hult, G. T. M..
(2000)
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
|
|
[
9
|
0
]
|
Cronin, J. J.; Taylor, S. A..
(1992)
Measuring service quality: A reexamination and extension
|
|
[
5
|
0
]
|
Cronin, J. J.; Taylor, S. A..
(1994)
SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
|
|
[
1
|
0
]
|
Dawes, J.; Rowley, J..
(1999)
Negative evaluations of service quality-framework for identification and response
|
|
(Journal Article in
Journal of Marketing Practice: Applied Marketing Science
)
|
|
|
[
1
|
0
]
|
Dawson, P. ; Palmer, G..
(1995)
Quality Management: The Theory and Practice of Implementing Change Melbourne: Longman.
|
|
[
1
|
0
]
|
Donnelly, M.; Wisniewski, M.; Dalrymple, J.; Curry, A..
(1995)
Measuring Service Quality in Local Government: The SERQUAL Approach
|
|
(Journal Article in
International Journal of Public Service Management
)
|
|
|
[
1
|
0
]
|
Edvardsson, B..
(1998)
Causes of Customer Dissatisfaction-Studies of Public Transport by the critical-incident Method
|
|
(Journal Article in
Managing Service Quality
)
|
|
|
|
|
STATISTICS
|
|
Click on # to view
|
|
Citations
|
|
1
|
|
References
|
|
53
|
|
Comments
|
|
0
|
|
Quality
|
|
0/0.00
|
|
Interest
|
|
0/0.00
|
|
View(er)s
|
|
9/546
|
|
|
|
|
|
|
| Prev |
Next |
|