A review of twenty years of SERVQUAL research

R Ladhari - International journal of quality and service sciences, 2009 - emerald.com
A review of twenty years of SERVQUAL research | Emerald Insight Books and journals Case
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SERVQUAL: review, critique, research agenda

F Buttle - European Journal of marketing, 1996 - emerald.com
Since its launch in 1985, SERVQUAL has become a widely adopted technology for
measuring and managing service quality. Recently, a number of theoretical and operational …

Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention

G Dash, K Kiefer, J Paul - Journal of business research, 2021 - Elsevier
This study explores the evolution of Marketing 4.0 and empirically examines its impact on
customer satisfaction and purchase intention. Marketing 4.0, an upgrade to the previous …

The effect of the servicescape on customers' behavioral intentions in leisure service settings

KL Wakefield, JG Blodgett - Journal of services marketing, 1996 - emerald.com
SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the
most popular measure of service quality. Compares these original studies with subsequent …

Effect of event service quality and satisfaction on happiness among runners of a recurring sport event

ND Theodorakis, K Kaplanidou, I Karabaxoglou - Leisure Sciences, 2015 - Taylor & Francis
The consumption of sport events through direct participation can influence participants'
perception of happiness with that experiential purchase given the time and resources …

[PDF][PDF] Relative importance of service quality dimensions: A multisectoral study

SB Sachdev, HV Verma - Journal of services research, 2004 - academia.edu
Three forces dominate the prevailing marketing environment in the service sector:
increasing competition from private players, changing and improving technologies, and …

Relationship between measures of service quality and satisfaction of spectators in professional sports

N Theodorakis, C Kambitsis, A Laios - Managing Service Quality: An …, 2001 - emerald.com
This paper attempts to examine the relationship between service quality and customer
satisfaction in spectator sports. The relationship between these two constructs is examined …

The development of loyalty among novice and experienced customers of sport and fitness centres

S Avourdiadou, ND Theodorakis - Sport Management Review, 2014 - Elsevier
Researchers suggest that as consumption progresses, consumers' needs change. However,
previous studies have shown few insights into the effect of service quality and satisfaction on …

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

ZM Alzaydi, A Al-Hajla, B Nguyen… - Business Process …, 2018 - emerald.com
Purpose The purpose of this paper is to provide researchers with an overview of the service
quality and delivery domain, focussing on the inclusion of customer co-production and …

Analysing the professional sport experience: A hierarchical approach

MD Clemes, GJ Brush, MJ Collins - Sport management review, 2011 - Elsevier
Strategically managing spectator perceptions of service quality and understanding how
these perceptions affect value, satisfaction and behavioural intentions is very important if …