Managing consumer expectations of low‐margin, high‐volume services

Clow, Kenneth E.; Beisel, John L.

doi:10.1108/08876049510079871

Cited by 46 publications

(17 citation statements)

References 38 publications

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“…According to some researchers, a customer judges the quality of provided services IJCHM 21,3 based on the discrepancy among expectations and perceptions (Bitner, 1990;Clow and Beisel, 1995;Grönroos, 1984;Parasuraman et al, 1988). This concept led Parasuraman et al (1985Parasuraman et al ( , 1988 to identify five main service quality dimensions (reliability, responsiveness, empathy, tangibles and assurance) and to create the SERVQUAL scale, which consists of 22 questions measuring expectations and 22 questions measuring perceptions.…”

Section: Literature Reviewmentioning

confidence: 99%

The relationship between internal and external service quality

Bouranta

Chitiris

Paravantis

2009

Int J Contemp Hospitality Mngt

182

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Purpose -The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach -The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level. Findings -Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness. Originality/value -The paper shows that service firms should focus on internal service quality in order to improve external service quality.

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Section: Literature Reviewmentioning

confidence: 99%

The relationship between internal and external service quality

Bouranta

Chitiris

Paravantis

2009

Int J Contemp Hospitality Mngt

182

View full text Add to dashboard Cite

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“…13 On the other hand, if their last experience was negative, their future expectations will be low, which can result in actions such as customers leaving the fi rm and negative word-of-mouth communications. 45 However, Clow and Beisel 45 found that this evaluation would also affect the image that customers have of the fi rm. Customers ' expectations of services and their evaluation of the service received are therefore infl uenced by the image they have of the fi rm.…”

Section: Expectationsmentioning

confidence: 96%

Relationship intention of South African banking and life insurance customers

2011

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The effect of increasing competition, globalization and tough economic conditions has led to changes in how banking and life insurance fi rms operate. This has resulted in banking and life insurance fi rms focusing on retaining and building long-term relationships with their existing customer base by implementing a relationship marketing strategy. However, not all customers are willing to invest in building long-term relationships. Therefore, fi rms need to identify and target those customers who intend to support longterm relationships with the fi rm, that is those with a high relationship intention. The objective of this research was to investigate South African banking and life insurance customers ' relationship intention by determining the constructs constituting relationship intention and to determine whether differences exist between high and low-relationship intention customers for the identifi ed relationship intention constructs. A non-probability, convenience sample was used to gather data from 401 respondents, with 202 from banking and 199 from life insurance customers. The results identifi ed fi ve constructs constituting relationship intention for the sample of respondents and indicated that high-and low-relationship intention respondents see four of the fi ve constructs differently.

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“…As the definitions imply, expectations relate to the future behaviour and have two dimensions: the anticipatory nature of expectations and their normative quality. Expectations are anticipatory in nature vis-a-vis the future performance of the product and normative in quality when they have become established via previously encountered situations (Clow and Beise 1995;Tutuncu 2001).…”

Section: Literature Reviewmentioning

confidence: 99%

Evaluation of Travel Agencies' Attitudes towards the European Union

Tütüncü¹,

Taş²

2007

Anatolia

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ABTRACTThe path to European Unlon (EU) membership requires the economic, poiltlcal, and socltxultural Interaction and transformatlon of the candidate country. Thls paper considers both Turkey's EU membershlp pros pects as a marketed product and the oplnlon of the Turkish publlc In general, with a focus on travel agencies as the consumers of thls product. As tourism is an Important economic actlvlty for both the EU and Turkey, this paper hlghllghts the importance of ralslng and clarifying the Issues regarding the perception of Turkish travel agencies toward Turkey's EU membership. Thls paper idefltlfles the lmplicatlons of Turkey's EU membership perspectlve on a sectorai basis in the framework of expectancy theory and in light of a ques tlonnalre survey conducted In the Aegean Region of Turkey. Results from the field study Indicate that travel agencies expect an Increasing role for the actors In the tourism industry on the path to accesslon. Membershlp to the EU Is expected to affect Turkey's economic development In the following areas: economic relations, the composltlon of the tourism industry, and the development of travel agencles.

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Managing consumer expectations of low‐margin, high‐volume services

Cited by 46 publications

References 38 publications

The relationship between internal and external service quality

The relationship between internal and external service quality

Relationship intention of South African banking and life insurance customers

Evaluation of Travel Agencies' Attitudes towards the European Union

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