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The nomological net of perceived service quality

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  • Roest, H.C.A.

    (Tilburg University, School of Economics and Management)

  • Pieters, R.

    (Tilburg University, School of Economics and Management)

Abstract

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Suggested Citation

  • Roest, H.C.A. & Pieters, R., 1997. "The nomological net of perceived service quality," Other publications TiSEM f271d903-5057-467e-b74b-6, Tilburg University, School of Economics and Management.
    • Handle: RePEc:tiu:tiutis:f271d903-5057-467e-b74b-60e5a25ac58c
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    File URL: https://pure.uvt.nl/ws/portalfiles/portal/207259/NOMOLOGI.PDF
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    Cited by:

    1. Shahimi Bin Mohtar & Mazhar Abbas & Muhammad Shahid Nawaz, 2014. "The Linkage between Human Element of Service Delivery and Customer Satisfaction in Private Institutions of Higher Learning," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(10), pages 644-668, October.
    2. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    3. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    4. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
    5. Söderlund, Magnus & Julander, Claes-Robert, 2009. "Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 216-226.
    6. Ueltschy, Linda C. & Laroche, Michel & Tamilia, Robert D. & Yannopoulos, Peter, 2004. "Cross-cultural invariance of measures of satisfaction and service quality," Journal of Business Research, Elsevier, vol. 57(8), pages 901-912, August.
    7. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
    8. Overby, Jeffrey W. & Lee, Eun-Ju, 2006. "The effects of utilitarian and hedonic online shopping value on consumer preference and intentions," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1160-1166, October.
    9. Christine Ye & J. Cronin & John Peloza, 2015. "The Role of Corporate Social Responsibility in Consumer Evaluation of Nutrition Information Disclosure by Retail Restaurants," Journal of Business Ethics, Springer, vol. 130(2), pages 313-326, August.
    10. Jang, Hyeong Yu & Noh, Mi Jin, 2011. "Customer acceptance of IPTV service quality," International Journal of Information Management, Elsevier, vol. 31(6), pages 582-592.
    11. Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
    12. Mitrega, Maciej & Klézl, Vojtěch & Spáčil, Vojtěch, 2022. "Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda," Journal of Business Research, Elsevier, vol. 140(C), pages 25-39.
    13. Heydari, Ali & Laroche, Michel & Paulin, Michèle & Richard, Marie-Odile, 2021. "Hofstede's individual-level indulgence dimension: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    14. Jagwinder Singh & Shivani Saini, 2016. "Managing Consumer Loyalty through Acquisition, Retention and Experience Efforts: An Empirical Study on Service Consumers in India," Vision, , vol. 20(2), pages 121-134, June.
    15. Fawz Manyaga & Umit Hacioglu, 2021. "Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 19-33, September.
    16. Hongwei Jiang, 2013. "An investigation of airline service quality and passenger satisfaction - the case of China Eastern Airlines in Wuhan region," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 2(1/2), pages 54-65.
    17. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.
    18. Panda Rajshree & Kapoor Deepa, 2016. "Managing loyalty through brand image, judgement and feelings for leveraging power brands," Management & Marketing, Sciendo, vol. 11(4), pages 624-637, December.

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