Journal of Services Marketing: Volume 16 Issue 4

Stated‐importance versus derived‐importance customer satisfaction measurement

Ray Chu

This study aims to compare the customer satisfaction index (CSI) based on two approaches: stated‐importance and derived‐importance approaches. The stated‐importance approach uses…

Dynamic benchmarking of hotel service quality

Hokey Min, Hyesung Min, Kyooyup Chung

Total customer satisfaction is one of the most important strategic weapons of best‐practice hotel organizations. However, hotel organizations cannot achieve total customer…

From prisoners to apostles: a typology of repeat buyers and loyal customers in service businesses

Carolyn Folkman Curasi, Karen Norman Kennedy

Research in customer satisfaction over the past decade has lead to a much richer understanding of service quality and customer expectations. In trying to untangle the linkage…

Wine production as a service experience – the effects of service quality on wine sales

Martin O’Neill, Adrian Palmer, Steven Charters

This paper seeks to investigate the conceptualisation and measurement of the service quality construct and its relationship to behavioural intention through an application of the…

The relationship between service quality and customer satisfaction – a factor specific approach

G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship…

Services Marketing in Asia – Managing People, Technology and Strategy

Leonardo R. Garcia