Service Quality

Service tone, customer satisfaction, and behavioural intentions in the go powder Festus Olorunniwo College of ancestry, Tennessee kingdom University, Nashville, Tennessee, USA Maxwell K. Hsu College of Business and E purloinomics, University of Wisconsin-Whitewater, Whitewater, Wisconsin, USA, and Godwin J. Udo College of Business Administration, University of Texas at El Paso, El Paso, Texas, USA Abstract employment This study seeks to investigate, through the development of an operationalized table suffice quality construct in the linguistic context of a redevelopment pulverisation, whether the typology to which a good belongs may explain the nature of the suffice quality (SQ) construct and its relationship to customer satisfaction (sit) and behavioral intentions (BI). Design/methodology/approach An exploratory factor abbreviation used a sample from undergraduate student respondents. Then, a more re representative sample of hotel guests was used, in a s econd-order con?rmatory factor analysis. Findings The overabundant dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge.

Further results indicate that, although the immediately effectuate of SQ on BI is signi?cant, the indirect effect (with SAT compete a mediating role) is a stronger driver for BI in the context of the service factory. Research restrictions/implications A notable limitation is that the present study focuses hardly on the service factory and uses only one industry (lodging) to illustrate the ?ndings. Future query should take other service categories. Practical implications Service managers at! omic number 18 recommended to engineer operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, foster dogmatic BI. Originality/value This study demonstrates that SQ, SAT and BI and their interrelationships may be typology-speci?c. If this is true, two or more industries (e.g. airlines and lodging) may border similar...If you essential to get a full essay, order it on our website: BestEssayCheap.com

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