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عنوان فارسی مقاله:
ادراک خدمات حقوقی و برتری: چرا مشتریان برای خدمات هوایی داخلی با ارزش بالاتر در ژاپن بیشتر پرداخت می کنند؟
عنوان انگلیسی مقاله:
Perceptions of premium service and superiority: Why do customers pay more for high-value-added domestic airline services in Japan?
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Literature review
2.1. Service quality SERVQUAL (Parasuraman et al., 1985, 1986, 1988, 1991) is one of the most reputable service quality measurement frameworks. SERVQUAL's components provide the measurement of the difference between customers' expected levels of service and their actual perceived level of service, using five service quality dimensions: assurance, reliability, empathy, tangibility, and responsiveness, each of which is a component of the service experience. SERVQUAL is often used to measure service quality. Many studies are critical of SERVQUAL, though. Cronin and Taylor (1992) insisted that SERVPERF, which measures customers' perceived service, was superior in terms of goodness of fit. Brown et al. (1993) supported SERVPERF based on the empirical research. The validity of SERVQUAL's five service quality dimensions has also been criticized by many researchers (Babakus and Boller, 1992; Carman, 1990; Cronin and Taylor, 1992). Regarding other representative research on service quality, Gronroos (1984) € argued that service quality was measured by the difference between expected service and perceived service as influenced by technical quality and functional quality. Concerning the component of service, Kotler (1976), Gronroos € (1990), and others supported an augmented service-offering model that included a distinction between core and peripheral services. Rust and Oliver (1994) expanded this model to include three components: service product, service delivery, and service environment. Lovelock (1995) proposed a supplementary services model aimed at identifying how additional services could augment core service.
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کلمات کلیدی:
Perceptions of premium service and superiority: Why do ... - INFONA https://www.infona.pl/.../bwmeta1.element.elsevier-6a7db355-d63c-3c95-b633-470e13a... by T Osaki - 2016 - Related articles Second, perceptions of premium service and superiority influence customer loyalty separately. This finding may assist in the development of innovative ... Perceived brand quality as a way to superior customer perceived ... www.emeraldinsight.com/doi/abs/10.1108/JPBM-04-2014-0551 by J Vera - 2015 - Cited by 4 - Related articles Perceived brand quality as a way to superior customer perceived value crossing by moderating effects ... The chosen brands were evaluated using perceived quality, value and brand performance items. ... Brand image and customers' willingness to pay a price premium for food brands ... Share. Kudos service for authors ... Executive summary of “Perceived brand quality as a way to superior ... www.emeraldinsight.com/doi/full/10.1108/JPBM-03-2015-0824 by G Cole - 2015 - Cited by 4 - Related articles Specifically, it is suggested that products or services are of superior quality if they ... willingness to pay a price premium becomes a dependent variable of quality. Marketing Scheme on Peer-to-Peer (P2P) Communication Software ... https://books.google.com/books?isbn=383248387X Steffen Dubiel - 2004 - Computers ... enterprise customers typically preferring premium service and / or brand and / or ... value and brand perception in a market niche of early adoption111999 (pre chasm). ... As the private user is generally much more price-concerned, superior ... The Contractor Image - Page 66 - Google Books Result https://books.google.com/books?isbn=0557092086 Bryan Lee Hemstad - 2009 - Business & Economics Use words in your advertising such as, premium, unparalleled, authentic, guaranteed, genuine, lavish, limited, superior, unconditional, unlimited, and valuable. Be careful not to use words which negate the perception of quality. Get our ... Instead use a phrase like, Your best investment is with our affordable premium service.
