Consumers' inferences about quality across diverse service providers

Autor:	Valerie S. Folkes, Anja Reimer
Rok vydání:	2009
Předmět:	Marketing business.industry Service delivery framework Service design media_common.quotation_subject Service level objective Advertising Service level requirement Service provider Type of service Quality (business) Business Service guarantee Applied Psychology media_common
Zdroj:	Psychology and Marketing. 26:1066-1078
ISSN:	1520-6793 0742-6046
DOI:	10.1002/mar.20312
Popis:	When consumers encounter different services as part of the same service experience they may use information about one group of service providers to draw inferences about the quality they expect to receive from another group of service providers. This research identifies the conditions under which information about the quality of one type of service (e.g., a hotel's front desk) influences quality perceptions of another type of service (e.g., a hotel's tour services). Results show that consumers' beliefs about managerial control influence generalizations across service providers. Also, consumers infer managerial control from the spatial proximity between the premises of the service providers. © 2009 Wiley Periodicals, Inc.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::bb4d5b7dda3a32b85b53cd688e00f219 https://doi.org/10.1002/mar.20312 Zobrazit plný text záznamu Plný text ve formátu PDF