Detail Distinguishing Service Quality and Customer Satisfaction : The Voice of The Consumer   Oleh:  Iacobbuci, Dawn ; Ostrom, Amy ; Grayson, Kent Jenis: Article from Bulletin/Magazine Dalam koleksi: JOURNAL OF CONSUMER PSYCHOLOGY vol. 4 no. 3 (1995), page 277-303. Topik: CUSTOMER SATISFACTION; service quality; customer satisfaction; consumer Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ42.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada     Lihat Detail Induk Isi artikel Service quality and customer satisfaction are important concepts to academic researchers studying consumer evaluations and to practitioners as a means of creating competitive advantages and customer loyalty. This article presents two studies that rely on divergent methodologies to examine whether or not quality and satisfaction have distince antecedent causes, consequential effects, or both (i. e. whether or not they should be considered a single construct or distinct, separable constructs). We focus on consumers' understanding and use of the words quality and satisfaction, in both studies, respondents report whether or not they think quality and satisfaction differ, and if so, on what dimensions or under what circumstances. In the first study, we use the qualitative "critical incident" technique to elicit service attributes that are salient to respondets when prompted to consider quality and satisfaction as distinct. We code the responses to these open - ended survey questions to examine whether quality can be teased apart from satisfaction, from the respondents' (consumers') perspective. In the second stufy, to traingulate on the qualitative data, we experimentally manipulated a number of service attributes drawn from both the first study and from the literature to see whether or not they have differential impacts on judgements of quality and satisfaction.W e did not presuppose that wuality and satisfaction differ, rather we asked respondents to make a judgement with of quality or of satisfaction, defining the term as they saw it. We inferred from their judgement whether the terms were used differently or interchangeably. The results of the two studies offer fairly robust consumer definitions of quality and satisfaction. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

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