Marketing's role in product and service quality

Cravens, David W.; Holland, Charles W.; Lamb, Charles W.; Moncrief, William C.

doi:10.1016/0019-8501(88)90032-6

Cited by 119 publications

(46 citation statements)

References 11 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…For example, A definition Netemeyer (2004) views perceived value of cost as the customer"s overall assessment of the utility of the brand based on perceptions of what is received (e.g., quality, consumer satisfaction) and what is given (e.g., price and nonmonetary costs) relative to other brands. While such trade-offs are most commonly represented by a ratio or comparison between quality and price (Cravens et al, 1988;Monroe, 1990), it has been argued that many other factors also help to determine how value is perceived (e.g., Bolton & Drew, 1991;Sweeney & Soutar, 2001). Perceived value of cost is considered as a cornerstone of most customer-based band equity frameworks (Farquhar, 1989;Keller, 1993;Aaker, 1996), which occurs at various stages of the purchase process, including the prepurchase stage (Woodruff, 1997).…”

Section: Perceived Value Of Costmentioning

confidence: 99%

The Mediating Role of Consumer Satisfaction in the Relationship between Brand Equity and Brand Loyalty based on PLS-SEM Model

Lei¹,

Luo²

2015

IBR

View full text Add to dashboard Cite

This paper implements a PLS-SEM model to investigate the relationship between brand equity, consumer satisfaction and brand loyalty. Based on a sample of 1840 Chinese sports brands customers, the findings of the model testing confirm that perceived quality, perceived value of cost and price premium are significant dimensions of brand equity. Among these three, perceived value of cost is the most important. The findings also suggest that behavioral loyalty and attitudinal loyalty are effective on brand loyalty, and attitudinal loyalty has more positive influence on brand loyalty than behavioral loyalty does. The current research indicates that brand equity has a positive relationship with consumer satisfaction, and consumer satisfaction has a positive influence on brand loyalty. Further, this study reveals that brand equity has positive influence on brand loyalty partially mediated by consumer satisfaction.

show abstract

Section: Perceived Value Of Costmentioning

confidence: 99%

The Mediating Role of Consumer Satisfaction in the Relationship between Brand Equity and Brand Loyalty based on PLS-SEM Model

Lei¹,

Luo²

2015

IBR

View full text Add to dashboard Cite

show abstract

“…This scenario occurs when local authorities fail to meet the expectations of their customers [5]. This argument supports by Freemantle study which pointed out that the main reason of complaints by customers is the failure to perform the promise, incompetence, delay, failed to inform about the changes and the lack of flexibility in a direction [6].…”

Section: Introductionmentioning

confidence: 80%

Local Government Service Efficiency: Public Participation Matters

Muhammad¹,

Masron²,

Majid³

2015

IJSSH

View full text Add to dashboard Cite

Abstract-The service delivery efficiency by local authorities is one of the key elements in developing the livable cities. The involvement of local communities in measuring the efficiency of service delivery as a primary source of information should be practiced by all local authorities. However, local authorities are more likely to choose only some of the information given by the local community to improve the services delivery efficiency. This may be due to the low-level of involvement by local community for the dissemination of information to local authorities. This scenario will cause a conflict between local authorities and local communities. Local authorities should take into account the local communities view in measuring the service delivery efficiencies to create the livable cities. This study is important to assess the level of community involvement in sustainable urban development process. This study will identify the importance of community involvement in measuring the public service delivery. This study was conducted interviews among 360 respondents in Manjung and Kerian District in Perak. This study found that the level of involvement among the local communities in disseminating information to local authorities is still low.

show abstract

“…In terms of value of experience, prior marketing studies found two main folds in product and service experience, albeit in a qualitative way: economic-utility dimension and socio-psychological dimension [23]. The former dimension stands for functional attributes (e.g., perceived price, quality, benefits and risk) of products and services [24,25]; the latter dimension represents aspects of higher order abstractions (e.g., prestige, social interaction, novelty and hedonism) [26,27]. Based on this conceptualization, Sheth et al [28] proposed five elements of consumption values that affect consumer choices and behavior: functional, social, emotional, epistemic, and conditional values.…”

Section: Tourists' Sustainable Values In Smart Tourismmentioning

confidence: 99%

Digital Omotenashi: Toward a Smart Tourism Design Systems

2017

View full text Add to dashboard Cite

Abstract:The tourism industry is currently facing many challenges; one of the main challenges is the lack of having smart tourism systems that make use of the recent advances in information and communication technology. Another challenge is designing such smart tourism systems while embracing diversified tourists' sustainable values of experience (functional values, social values, emotional values, and epistemic values). In light of these challenges, the overall objective of this work is to design a smart tourism experience-centered system that considers social and technical perspectives. The Socio-Technical Systems theory was adopted as a theoretical foundation, and the Design Science Research methodology was used to develop a smart tourism system and a practical design artifact. A case study from the Japanese tourism context was studied by exploring tourists' sustainable values of experiences and local staffs' behaviors. The main problem was the dysfunctional communication between local service staffs and foreign tourists during the service process. After identifying the problem and the objectives, a relevant smart tourism system was synthesized and tested as a design artifact. The results of the utility test of the proposed artifact showed its effectiveness and efficiency in facilitating the service process and in creating multi-dimensional values of experience.

show abstract

Marketing's role in product and service quality

Cited by 119 publications

References 11 publications

The Mediating Role of Consumer Satisfaction in the Relationship between Brand Equity and Brand Loyalty based on PLS-SEM Model

The Mediating Role of Consumer Satisfaction in the Relationship between Brand Equity and Brand Loyalty based on PLS-SEM Model

Local Government Service Efficiency: Public Participation Matters

Digital Omotenashi: Toward a Smart Tourism Design Systems

Contact Info

Product

Resources

About