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The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation

Samart Powpaka (Assistant Professor of Marketing at the Chinese University of Hong Kong, Shatin, Hong Kong)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 April 1996

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Abstract

Examines the role of outcome quality as a determinant of overall service quality in three different categories of services. Indicates that outcome quality is significant in determining the overall service quality of services with search and experience outcome quality but not of those with credence outcome quality. Offers practitioners managerial implications, illustrating how to use the approach used in the study to understand the customer’s evaluation of service quality.

Keywords

Citation

Powpaka, S. (1996), "The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation", Journal of Services Marketing, Vol. 10 No. 2, pp. 5-25. https://doi.org/10.1108/08876049610114230

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited