CHAPTER II: LITERATURE REVIEW This chapter collects the necessary literature used to be as the theoretic base to guide the research direction and to develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher
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profit chain LaPlaca‚ P. J. (2004). Letter from the editor: Special issue on customer relationship management Leigh‚ T. W.‚ & Tanner Jr.‚ J. F. (2004). Introduction: JPSSM special issue on customer relationship management Lemon‚ K. N.‚ Rust‚ R. T.‚ & Zeithaml‚ V. A. (2001‚ Spring). What drives customer equity? Marketing Management‚ 10‚ 20−25. Morgan‚ R. M.‚ & Hunt‚ S. D. (1994‚ July). The commitment–trust theory of relationship marketing Niraj‚ R.‚ Gupta‚ M.‚ & Narasimhan‚ C. (2001‚ July). Customer profitability
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gaining a sustainable competitive advantage in the marketplace Nature of Service • Multi-dimensional • Hard to measure BACKGROUND Perceived Service Quality • The extent to which a firm successfully serves the purpose of customers (Zeithaml‚ Parasuraman and Berry 1990). • Important attributes: • Cleanliness‚ security and safety‚ employees‘ empathy and competence‚ convenient location‚ value formoney and physical facilities Service Quality Management • SERVQUAL Model • 22
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AN EXPLORATORY STUDY OF INFLUENCES ON RETAIL SERVICE QUALITY: A FOCUS ON KUWAIT AND LEBANO Abstract: The Middle East is a growing and lucrative marketplace. This exploratory study examines retail service in Kuwait and Lebanon‚ regions with long histories of trade. Retail service‚ however‚ has not been well documented in this region. To our knowledge‚ this is the first study that examines customer and salespeople perceptions of service encounters in these countries‚ in light of their culture
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DELEGATION Delegation is the practice of turning over work-related tasks and/or authority to employees or subordinates. Small business owners often have difficulty with delegation for a variety of reasons‚ from concerns about the abilities of subordinates to long-standing "hands-on" management habits (a common characteristic of successful entrepreneurs). Indeed‚ "businesses founded on the creative talents of the owner often struggle with [delegation] because the success of the enterprise depends
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GIRNE AMERICAN UNIVERSITY INSTITUTE OF SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13‚Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research
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Bolton‚ Ruth N. (1998)‚ “A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction‚” Marketing Science‚ 17 (1)‚ 45–6. Boulding‚ William‚ Ajay Kalra‚ Richard Staelin and Valarie A. Zeithaml (1993)‚ “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions‚” Journal of Marketing Research‚ 30 (November)‚ 7–27. Boye‚ Michael W. and Karen B. Slora (1993)‚ “The Severity and Prevalence of Deviant Employee Activity
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Hair‚ J. F.‚ Bush‚ R. P.‚ Ortinau‚ D. J. (2005). Marketing research. North Ryde‚ NSW: McGraw-Hill Australia Pty Limited. Markovic‚ S.‚ & Raspor‚ S Parasuraman‚ A.‚ Zeithaml‚ V.A. & Berry‚ L.L. (1985). A conceptual model of service quality and implications for future research. Journal of Marketing‚ 49‚ Fall‚ 41-50. Parasuraman‚ A.‚ Zeithaml‚ V.A Poria‚ Y. (2004). Employees ’ interference with the distribution of guest satisfaction questionnaires. International Journal of Contemporary Hospitality Management
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Arizona‚ USA Customer contributions and roles 193 Received June 1996 Revised January 1997 William T. Faranda University of Virginia‚ Charlottesville‚ Virginia‚ USA Amy R. Hubbert University of Nebraska-Omaha‚ Omaha‚ USA Valarie A. Zeithaml University of North Carolina‚ North Carolina‚ USA Introduction Service experiences are the outcomes of interactions between organizations‚ related systems/processes‚ service employees and customers. Considerable research in marketing and management
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emphasis on loyalty‚ however‚ brand loyalty is widely reported to be declining (Chancy 2001). Compared with the more exclusive loyalty of the past‚ consumers increasingly hold polygamous loyalty to brands (Bennett and RundleThiele 2005; Rust‚ Lemon‚ and Zeithaml 2004; Uncles‚ Dowling‚ and Hammond 2003; Uncles‚
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