The Importance of Reliability and Customization from Goods to Services

Utility, cultural symbolism and emotion: A comprehensive model of brand purchase value

“…After all, consumers are very unlikely to continue the repurchase behavior of a product brand that falls far below their quality standards and in turn significantly diminishes its tradeoff value. Just as Johnson and Nillson (2003) say, the core mission of a brand, among other things, is none less than the prioritization of satisfying the consumer's need for substantive product quality and performance, thus laying the primary foundation on which the brand engenders sufficient force to keep loyal consumers.…”

A Mediation Model of Tourists' Repurchase Intentions for Packaged Tour Services

“…However, it is not clear which dimension of service quality is more important in the service profit chain. For example, some researchers suggest reliability is more critical because service is intangible and its production and consumption is simultaneous, which potentially creates more inherent reliability problems (Grönroos 1990;Johnson and Nilsson 2003;Zeithaml et al 1996). In contrast, other researchers argue that a service firm's ability to differentiate itself through customizing its service to individuals is more important than providing reliable, but undifferentiated service (Anderson et al 1997;Fornell et al 1996).…”

The Hong Kong tourist satisfaction index

“…Johnson and Nilsson (2003) successfully compared 188 firms from 30 industries, and Andreasen and Best (1977) successfully compared customer satisfaction and complaint behaviour across 35 categories. Examining cross-sector variance takes us back to the primary goal of the customer satisfaction index model.…”