IDEAS home Printed from https://ideas.repec.org/a/lrc/larijb/v6y2016i11p34-41.html

Weaknesses of Servqual Whıch Resources from Cognıtıve Dıfferences

Author

Listed:
  • Ahmet Hakan, Özkan

    (Istanbul Aydın Üniversity, Anadolu BIL Vocational School, Business Management in English)

Abstract

The quality standards of service industry are strictly customer-centric. Their expectations shape the service designs and their satisfaction shapes the competititon. SERVQUAL measures the service quality and it is one of the most important factors that shapes the service industry. SERVQUAL focuses on the perceptions of the customers, and if the perceptions of the customers are rational, it provides reliable results. But the cognitive differences may cause irrationality or perceptional differences, because of personality disorders or cultural differences. Thus, some common cognitive differences are the weaknesses of SERVQUAL. These weaknesses are elaborated with this study.

Suggested Citation

  • Ahmet Hakan, Özkan, 2016. "Weaknesses of Servqual Whıch Resources from Cognıtıve Dıfferences," International Journal of Business and Social Research, LAR Center Press, vol. 6(11), pages 34-41, November.
    • Handle: RePEc:lrc:larijb:v:6:y:2016:i:11:p:34-41
    as

    Download full text from publisher

    File URL: http://thejournalofbusiness.org/index.php/site/article/view/1004/638
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Kreps, David M, 1997. "Intrinsic Motivation and Extrinsic Incentives," American Economic Review, American Economic Association, vol. 87(2), pages 359-364, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Giuseppe Attanasi & Ylenia Curci & Patrick Llerena & Maria del Pino Ramos-Sosa & Adriana Carolina Pinate & Giulia Urso, 2019. "Looking at Creativity from East to West: Risk Taking and Intrinsic Motivation in Socially and Culturally Diverse Countries," Working Papers of BETA 2019-38, Bureau d'Economie Théorique et Appliquée, UDS, Strasbourg.
    2. McCausland, David & Pouliakas, Konstantinos & Theodossiou, Ioannis, 2005. "Some are Punished and Some are Rewarded: A Study of the Impact of Performance Pay on Job Satisfaction," MPRA Paper 14243, University Library of Munich, Germany.
    3. Giuseppe Attanasi & Michela Chessa & Sara Gil-Gallen & Patrick Llerena, 2021. "A survey on experimental elicitation of creativity in economics," Revue d'économie industrielle, De Boeck Université, vol. 0(2), pages 273-324.
    4. Luigi Guiso & Paola Sapienza & Luigi Zingales, 2015. "Corporate Culture, Societal Culture, and Institutions," American Economic Review, American Economic Association, vol. 105(5), pages 336-339, May.
    5. Craig Boardman & Barry Bozeman, 2006. "Implementing a 'bottom-up,' multi-sector research collaboration: The case of the Texas air quality study," Economics of Innovation and New Technology, Taylor & Francis Journals, vol. 15(1), pages 51-69.
    6. Dickinson, David & Villeval, Marie-Claire, 2008. "Does monitoring decrease work effort?: The complementarity between agency and crowding-out theories," Games and Economic Behavior, Elsevier, vol. 63(1), pages 56-76, May.
    7. Elliott Ash & W. Bentley MacLeod, 2015. "Intrinsic Motivation in Public Service: Theory and Evidence from State Supreme Courts," Journal of Law and Economics, University of Chicago Press, vol. 58(4).
    8. Inés Macho-Stadler & David Pérez-Castrillo, 2018. "Moral hazard: Base models and two extensions," Chapters, in: Luis C. Corchón & Marco A. Marini (ed.), Handbook of Game Theory and Industrial Organization, Volume I, chapter 16, pages 453-485, Edward Elgar Publishing.
    9. Lombardi, Michele & Yoshihara, Naoki, 2013. "Natural implementation with partially honest agents in economic environments," MPRA Paper 48294, University Library of Munich, Germany.
    10. Jie, Yun, 2020. "Responding to requests for help: Effects of payoff schemes with small monetary units," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 88(C).
    11. Gueorguiev, Dimitar & Malesky, Edmund, 2012. "Foreign investment and bribery: A firm-level analysis of corruption in Vietnam," Journal of Asian Economics, Elsevier, vol. 23(2), pages 111-129.
    12. Abraham, Diya & Corazzini, Luca & Fišar, Miloš & Reggiani, Tommaso, 2023. "Coordinating donations via an intermediary: The destructive effect of a sunk overhead cost," Journal of Economic Behavior & Organization, Elsevier, vol. 211(C), pages 287-304.
    13. Hou, Wanrong & Levitas, Edward & Su, Taoyong & Wu, Sibin, 2025. "Milestone payments in alliances: The moderating effect of equity ownership and network centrality," Technovation, Elsevier, vol. 142(C).
    14. Philippe Abecassis & Philippe Batifoulier, 2007. "L'éthique médicale peut-elle être indépendante de la politique économique ?," Working Papers hal-04139213, HAL.
    15. Patrizia Lattarulo & Marco Mariani & Laura Razzolini, 2017. "Erratum to: Nudging museums attendance: a field experiment with high school teens," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 41(3), pages 279-281, August.
    16. Nicola Lacetera, 2003. "Incentives and spillovers in R&D activities: an agency-theoretic analysis of industry-university relations," Microeconomics 0312004, University Library of Munich, Germany.
    17. repec:spo:wpmain:info:hdl:2441/eu4vqp9ompqllr09hih40e5sm is not listed on IDEAS
    18. Dirk Sliwka, 2007. "Trust as a Signal of a Social Norm and the Hidden Costs of Incentive Schemes," American Economic Review, American Economic Association, vol. 97(3), pages 999-1012, June.
    19. Michael R. Wagner & Ghadeer Mohamed Badr Eldin Aboul-Ela & Marwa El Maghawry Ibrahim, 2023. "Work Engagement, Financial Wellness Support and COVID-19 Risk Perceptions in Egypt," JRFM, MDPI, vol. 16(10), pages 1-14, October.
    20. Bergemann, Dirk & Ottaviani, Marco, 2021. "Information Markets and Nonmarkets," CEPR Discussion Papers 16459, C.E.P.R. Discussion Papers.
    21. Frans van Winden, 2000. "Group Formation in a Public Good Experiment. On The Dynamics of Social Ties Structures," CESifo Working Paper Series 332, CESifo.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:lrc:larijb:v:6:y:2016:i:11:p:34-41. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Al Hossain (email available below). General contact details of provider: http://www.thejournalofbusiness.org .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.