Pregled bibliografske jedinice broj: 411222
Service quality and customer satisfaction
Service quality and customer satisfaction // International Journal of Management Cases, 11 (2009), 2; 391-400 (podatak o recenziji nije dostupan, članak, znanstveni)
CROSBI ID: 411222 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Service quality and customer satisfaction
Autori
Pepur, Mario ; Mihanović, Zoran ; Pepur, Sandra
Izvornik
International Journal of Management Cases (1741-6264) 11
(2009), 2;
391-400
Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni
Ključne riječi
service quality; customer satisfaction; disconfirmation paradigm
Sažetak
Service sector has been in focus of academic community for several decades because of its exponential growth and impact on global economy. Thus, this paper presents theoretical propositions for service quality and customer satisfaction. Former research results and theoretical constructs, referring to definition and dimensions of service quality construct as well as the definition of that fundamental determinant of customer satisfaction construct, are systematically presented. Also, a cause-and-effect relationship between service quality and customer satisfaction and their influence on consumers’ purchase habits have long been analysed throughout former research. A systematic review of former research may be significant for service providers in order to compare, improve and adjust their business to customers’ needs.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Projekti:
055-0551207-0771 - Marketinški pristup oblikovanju identiteta jadranskog prostora (Crnjak-Karanović, Biljana, MZOS ) ( CroRIS)
Ustanove:
Ekonomski fakultet, Split
