haku: @author Tynan, C. / yhteensä: 12
viite: 7 / 12
| Tekijä: | Chenet, P. Tynan, C. Money, A. |
| Otsikko: | Service performance gap: Re-evaluation and redevelopment |
| Lehti: | Journal of Business Research
1999 : OCT, VOL. 46:2, p. 133-147 |
| Asiasana: | Service Quality Relationship marketing Models Theories United Kingdom Europe |
| Kieli: | eng |
| Tiivistelmä: | This study aims to re-evaluate and redevelope the concept of the service performance gap occuring when service is not performed according to the standards set by management. The original theoretical framework is based on a conceptualization of service quality and on the trust-commitment theory of relationship marketing. Additional conceptualizations from the literature on exchange theory, equity theory, and role theory are used to develop alternative model based on 10 propositions. |
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