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Deon Nel,Leyland F. Pitt,Pierre R. Berthon
AbstractThe drive to measure service quality has become a major focus in many organizations, as the links between service quality and business performance have become more clear. Similarly, the development of SERVQUAL, an instrument for the measurement o...
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Deon Nel,Christo Boshoff,Gerhard Mels
AbstractThe purpose of this article is to conduct an empirical assessment of the extended service quality model proposed by Zeithaml, Berry & Parasuraman. The article provides a brief review of the gap concept as a measurement framework for service quali...
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Christo Boshoff,Gerhard Mels,Deon Nel
AbstractQuality is an extremely difficult concept to define, describe and measure. Consequently, few academics and authors have attempted to model it and research findings on its influence on key business variables such as profitability and market share ...
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Christo Boshoff,Deon Nel
AbstractDespite reservations about the use of demographic variables for market segmentation purposes it is a method which is widely used. Although this was not a segmentation study as such, the extent to which service quality perceptions are influenced b...
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Leyland F. Pitt,Richard T. Watson,Deon Nel
AbstractIn this paper an empirical investigation is reported of the attitudes of purchasing managers to the degree of wrongness of a range of ethically problematical issues and what the corresponding punishment should be for these actions. The study foun...
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