Shifts in service quality attributes over the customer-provider relationship

Dagger, Tracey S. and Sweeney, Jillian C. (2005). Shifts in service quality attributes over the customer-provider relationship. In: Sharon Purchase, ANZMAC 2005 Conference Proceedings: Broadening the Boundaries. Australia and New Zealand Marketing Academy Conference (ANZMAC, 2005), Fremantle, WA, Australia, (31-38). 5-7 December 2005.

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Name Description MIMEType Size Downloads
Author Dagger, Tracey S.
Sweeney, Jillian C.
Title of paper Shifts in service quality attributes over the customer-provider relationship
Conference name Australia and New Zealand Marketing Academy Conference (ANZMAC, 2005)
Conference location Fremantle, WA, Australia
Conference dates 5-7 December 2005
Proceedings title ANZMAC 2005 Conference Proceedings: Broadening the Boundaries
Place of Publication Perth, Australia
Publisher University of Western Australia
Publication Year 2005
Sub-type Fully published paper
ISBN 9780646455464
064645546X
Editor Sharon Purchase
Start page 31
End page 38
Total pages 8
Collection year 2005
Formatted Abstract/Summary
Service experiences unfold over a series of consumption episodes, yet customer perceptions of these experiences are generally treated as static events. As a result, the impact of temporal change on service perceptions is not well understood. Prior research reveals little about the variation in the salience of service quality attributes over time or about the effect service quality and service satisfaction have on behavioral intentions over time. This study examines these issues within the context of ongoing health care services. The findings have important implications for managing service processes, for improving the performance of service providers, and the service received by customers.
Subjects E1
720401 Marketing
350204 Marketing and Market Research
Q-Index Code E1
Q-Index Status Provisional Code
Institutional Status UQ

 
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Created: Thu, 23 Aug 2007, 21:07:52 EST