haku: @indexterm evaluation / yhteensä: 1041
viite: 255 / 1041
| Tekijä: | Wakefield, K. L. Blodgett, J. G. |
| Otsikko: | Customer response to intangible and tangible service factors |
| Lehti: | Psychology & Marketing
1999 : JAN, VOL. 116:1, p. 51-68 |
| Asiasana: | MARKETING SERVICE MANAGEMENT SERVICE ENVIRONMENT CUSTOMERS EVALUATION |
| Kieli: | eng |
| Tiivistelmä: | Does the physical environment of service delivery settings influence customers' evaluations of the service experience and subsequent behavioral intentions? Customer reactions to the tangible physical environment may be more emotional than cognitive. This paper integrates environmental psychology in to SERVQUAL - a current measure of service quality - to enable fuller assessment of the role of the tangible aspects of service delivery. |
SCIMA