Comparison standards in perceived service quality:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Helsingfors
1995
|
| Schriftenreihe: | Ekonomi och samhälle
Nr. 63 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | IX, 280 S. graph. Darst. |
| ISBN: | 9515554691 |
Internformat
MARC
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| 490 | 1 | |a Ekonomi och samhälle |v Nr. 63 | |
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Datensatz im Suchindex
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| adam_text | i
TABLE OF CONTENTS
1. INTRODUCTION 1
1.1. The aim of this study 6
1.2. Scientific methodology 8
1.3. The structure of the report 13
2. PERCEIVED SERVICE QUALITY 14
2.1. Models of perceived service quality 14
2.1.1. GrOnroos s model of perceived service quality 15
2.1.2. Bitner s model of service quality 16
2.1.3. Bolton och Drew s model of service quality 19
2.1.4. Oliver s model of service quality 21
2.1.5. Parasuraman, Zeithaml and Berry s models of service quality and
satisfaction 23
2.1.6. A relationship service quality model 26
2.2. Disconfirmation of different comparison standards 39
2.2.1. Different comparison standards 45
2.2.1.1. Predictive expectations 46
2.2.1.2. Experience-based norms 52
2.2.1.3. Minimum tolerable or adequate service 56
2.2.1.4. Ideal and desired service 59
2.2.1.5. Needs and values 63
2.2.1.6. Normative deficit 64
2.2.1.7. Promises 65
2.2.1.8. Deserved product or value 66
2.2.1.9. Equity 69
2.2.1.10. Summary of comparison standards 79
2.3. Service performance 87
2.4. Zone of Tolerance 91
2.5. Post-purchase behavior 93
2.6. Summary 98
iv
Figure 15. Elements of deserved service and equity 77
Figure 16. Types of comparison standards and levels of performance (modified from
Miller 1977) 80
Figure 17. Different levels of comparison standards on a scale were the lowest
value is at the bottom and the highest at the top 82
Figure 18. Ladder of comparison standards (modified from Strandvik and Liljander
1995) 84
Figure 19. Research area 107
Figure 20. Episode satisfaction at the three restaurants 125
Figure 21. Relationship satisfaction at the three restaurants 126
Figure 22. Intentions to revisit the focal restaurant 129
Figure 23. Intentions to revisit another restaurant within the restaurant chain 129
Figure 24. Intentions to recommend the restaurant to others 130
Figure 25. Direct disconfirmation of predictive expectations 130
Figure 26. Deserved service 132
Figure 27. Equity as a comparison between the customer and the restaurant 133
Figure 28. Equity as a comparison between the customer and friend/s 133
Figure 29. Episode performance means 137
Figure 30. Relationship performance means 137
Figure 31. Episode and relationship performance at restaurant A 138
Figure 32. Episode and relationship performance at restaurant B 138
Figure 33. Episode and relationship performance at restaurant C 139
Figure 34. Attribute importance and evaluation of episode performance for total
population 141
Figure 35. Attribute importance and evaluation of relationship performance for total
population 141
Figure 36. Comparison standards at restaurant A 144
Figure 37. Comparison standards at restaurant B 145
Figure 38. Comparison standards at restaurant C 145
Figure 39. Episode performance compared to predictive expectations at
restaurant A 147
Figure 40. Episode performance compared to predictive expectations at
restaurant B 148
V
Figure 41. Episode performance compared to predictive expectations at
restaurant C 148
Figure 42. Episode performance compared to the brand norm at restaurant A 150
Figure 43. Episode performance compared to the brand norm at restaurant B 151
Figure 44. Episode performance compared to the brand norm at restaurant C 151
Figure 45. Episode performance compared to the product norm at restaurant A 152
Figure 46. Episode performance compared to the product norm at restaurant B 152
Figure 47. Episode performance compared to the product norm at restaurant C 153
Figure 48. Episode performance compared to adequate service at restaurant A 154
Figure 49. Episode performance compared to adequate service at restaurant B 155
Figure 50. Episode performance compared to adequate service at restaurant C 155
Figure 51. Episode performance compared to the best brand norm at restaurant A 156
Figure 52. Episode performance compared to the best brand norm at restaurant B 157
Figure 53. Episode performance compared to the best brand norm at restaurant C 157
Figure 54. Episode performance compared to service excellence at restaurant A 158
Figure 55. Episode performance compared to service excellence at restaurant B 158
Figure 56. Episode performance compared to service excellence at restaurant C 159
Figure 57. Relationship performance compared to service excellence at restaurant A.. 159
Figure 58. Relationship performance compared to service excellence at restaurant B.. 160
Figure 59. Relationship performance compared to service excellence at restaurant C.. 160
Figure 60. Zone of tolerance at restaurant A 167
Figure 61. Zone of tolerance at restaurant B 168
Figure 62. Zone of tolerance at restaurant C 169
Figure 63. Zone of tolerance for dissatisfied customers 170
Figure 64. Combined graph of dis/satisfied customers perceptions of episode
performance and service excellence 190
Figure 65. Inferred disconfirmation of service excellence for satisfied and
dissatisfied customers 191
Figure 66. Graph of predictive expectations at the three restaurants 248
Figure 67. Graph of brand norm at the three restaurants 248
Figure 68. Graph of product norm at the three restaurants 249
Figure 69. Graph of adequate service at the three restaurants 249
Figure 70. Graph of best brand at the three restaurants 250
vi
Figure 71. Graph of service excellence at the three restaurants 250
Figure 72. Zones of tolerance for the three service dimensions at each restaurant 253
Figure 73. Attribute importance and evaluation of episode at restaurant A 257
Figure 74. Attribute importance and evaluation of episode at restaurant B 257
Figure 75. Attribute importance and evaluation of episode at restaurant C 258
Figure 76. Attribute importance and evaluation of inferred disconfirmation of
adequate service 259
Figure 77. Attribute importance and evaluation of inferred disconfirmation of
predictive expectations 259
Figure 78. Attribute importance and evaluation of inferred disconfirmation of
brand norm 260
Figure 79. Attribute importance and evaluation of inferred disconfirmation of
product norm 261
Figure 80. Attribute importance and evaluation of inferred disconfirmation of
best brand norm 261
Figure 81. Attribute importance and evaluation of inferred disconfirmation of
excellent service (subtracted from episode performance) 262
Figure 82. Attribute importance and evaluation of inferred disconfirmation of
excellent service (subtracted from relationship performance) 262
TABLES
Table 1. Description of concepts in the relationship quality model 34
Table 2. A summary of studies in which more than one comparison standard has
been quantitatively measured 99
Table 3. Summary of time of measurement of multiple comparison standards,
type of disconfirmation and main research findings 101
Table 4. Attributes used in the study 112
Table 5. List of attributes in the main study 115
Table 6. Description of the direct measures used in the study 118
Table 7. Number of respondents per questionnaire and restaurant 122
Table 8. Distribution of men and women 123
Table 9. Direct and derived measures used in the analysis 124
vii
Table 10. Distribution of first-time visitors to the focal restaurant and
first-time visitors to a restaurant within this restaurant chain 126
Table 11. Distribution of dis/satisfied customers in the different restaurants 127
Table 12. Distribution of dis/satisfied customers in the different questionnaire
groups 128
Table 13. Means of deserved and equity 134
Table 14. Scale reliability of performance, comparison standards and inferred
disconfirmation of standards 135
Table 15. Averages of 21 attributes 162
Table 16. Frequency of negative disconfirmation of comparison standards 164
Table 17. Pearson correlation matrix on all comparison standards 174
Table 18. Cross-table on deserved service and equity compared to restaurant 175
Table 19. Cross-table on deserved service and equity compared to friend/s 175
Table 20. Pearson correlation matrix on direct disconfirmation, deserved, equity,
performance, satisfaction and intentions (total population) 179
Table 21. Satisfaction and deserved service 180
Table 22. Satisfaction means and equity 182
Table 23. Pearson correlation matrix on satisfaction, intentions and standards
subtracted from performance, (total population) 186
Table 24. Cross-tables on averages of inferred disconfirmation and
episode satisfaction 189
Table 25. Correlations of performance with satisfaction and intentions 193
Table 26. Correlation coefficients of episode performance, deserved service
and episode satisfaction 194
Table 27. Episode satisfaction regressed on single constructs 200
Table 28. Episode satisfaction regressed on deserved service and equity 200
Table 29. Episode satisfaction regressed on episode performance,
deserved service and equity 201
Table 30. Episode satisfaction regressed on direct disconfirmation,
deserved service and equity 202
Table 31.Episode satisfaction regressed on episode performance,
direct disconfirmation, deserved and equity 202
Table 32. Different types of bonds between customers and service providers 239
Table 33. Factor loadings for episode performance (oblique rotation) 240
viii
Table 34. Attribute means for perceived performance of personnel, servicescapes
and food 242
Table 35.Episode satisfaction and intentions to behave regressed on perceived
performance of personnel, servicescapes and food 242
Table 36. Means and standard deviations for performance (total population) 243
Table 37. Means and standard deviations for performance at the different
restaurants 244
Table 38. Means and standard deviations for all attribute-specific standards (total
population) 245
Table 39. Attribute means of predictive expectations, brand norm and product
norm at restaurants A, B and C 246
Table 40. Attribute means of best brand norm, excellent and adequate service at
restaurants A, B and C 247
Table 41. Means and standard deviations for global measures used in the study 251
Table 42. Comparison standards subtracted from episode performance 252
Table 43. Zone of tolerance dimension means for restaurant A 253
Table 44. Zone of tolerance dimension means for restaurant B 253
Table 45. Zone of tolerance dimension means for restaurant C 253
Table 46. Zone of tolerance attribute means for the three restaurants 254
Table 47. Simple regression of episode and relationship satisfaction on
performance and inferred disconfirmation attributes 255
Table 48. Pearson correlation matrix on all standards of comparison
(restaurant A) 263
Table 49. Pearson correlation matrix on all standards of comparison
(restaurant B) 263
Table 50. Pearson correlation matrix on all standards of comparison
(restaurant C) 263
Table 51. Pearson correlation matrix on direct disconfirmation, deserved service,
equity, performance, satisfaction and intentions (restaurant A) 264
Table 52. Pearson correlation matrix on direct disconfirmation, deserved service,
equity, performance, satisfaction and intentions (restaurant B) 264
Table 53. Pearson correlation matrix on direct disconfirmation, deserved service,
equity, performance, satisfaction and intentions (restaurant C) 265
Table 54. Pearson correlation matrix on standards, performance, satisfaction and
intentions (entire population) 266
ix
Table 55. Pearson correlation matrix on standards, performance, satisfaction and
intentions (restaurant A) 267
Table 56. Pearson correlation matrix on standards, performance, satisfaction and
intentions (restaurant B) 268
Table 57. Pearson correlation matrix on standards, performance, satisfaction and
intentions (restaurant C) 269
Table 58. Pearson correlation matrix on satisfaction, intentions and standards
subtracted from performance, (restaurant A) 270
Table 59. Pearson correlation matrix on satisfaction, intentions and standards
subtracted from performance, (restaurant B) 271
Table 60. Pearson correlation matrix on satisfaction, intentions and standards
subtracted from performance, (restaurant C) 272
Table 61. Cross-tables on attribute specific inferred disconfirmation and episode
satisfaction 273
Table 62. Cross-tables on attribute specific inferred disconfirmation and episode
satisfaction 274
Table 63. Cross-tables on attribute specific inferred disconfirmation and episode
satisfaction 275
Table 64. Cross-tables on attribute specific inferred disconfirmation and episode
satisfaction 276
Table 65. Cross-tables on attribute specific inferred disconfirmation and episode
satisfaction 277
Table 66. Cross-tables on attribute specific inferred disconfirmation and episode
satisfaction 278
Table 67. Crosstables on attribute specific inferred disconfirmation and episode
satisfaction 279
Table 68. Episode satisfaction, relationship satisfaction and intentions to revisit
the restaurant regressed on inferred disconfirmation and performance 280
|
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| indexdate | 2024-07-10T00:09:14Z |
| institution | BVB |
| isbn | 9515554691 |
| language | English |
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| physical | IX, 280 S. graph. Darst. |
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| series | Ekonomi och samhälle |
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| spelling | Liljander, Veronica Verfasser aut Comparison standards in perceived service quality Veronica Liljander Helsingfors 1995 IX, 280 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Ekonomi och samhälle Nr. 63 Zugl.: Helsingfors, Handelshögskolan., Diss., 1995 Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Dienstleistung (DE-588)4012178-1 s Qualitätsmanagement (DE-588)4219057-5 s Verbraucherzufriedenheit (DE-588)4129147-5 s b DE-604 Ekonomi och samhälle Nr. 63 (DE-604)BV000823559 63 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024547031&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Liljander, Veronica Comparison standards in perceived service quality Ekonomi och samhälle Verbraucherzufriedenheit (DE-588)4129147-5 gnd Dienstleistung (DE-588)4012178-1 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4129147-5 (DE-588)4012178-1 (DE-588)4219057-5 (DE-588)4113937-9 |
| title | Comparison standards in perceived service quality |
| title_auth | Comparison standards in perceived service quality |
| title_exact_search | Comparison standards in perceived service quality |
| title_full | Comparison standards in perceived service quality Veronica Liljander |
| title_fullStr | Comparison standards in perceived service quality Veronica Liljander |
| title_full_unstemmed | Comparison standards in perceived service quality Veronica Liljander |
| title_short | Comparison standards in perceived service quality |
| title_sort | comparison standards in perceived service quality |
| topic | Verbraucherzufriedenheit (DE-588)4129147-5 gnd Dienstleistung (DE-588)4012178-1 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Verbraucherzufriedenheit Dienstleistung Qualitätsmanagement Hochschulschrift |
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