The impact of service intangibility on consumer service quality expectations

Trifa, Debra and McQuilken, Lisa 2001, The impact of service intangibility on consumer service quality expectations, in Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., [Australian and New Zealand Academy of Marketing], [Auckland, N.Z.], pp. 1-7.


Title The impact of service intangibility on consumer service quality expectations
Author(s) Trifa, Debra
McQuilken, Lisa
Conference name Australian & New Zealand Marketing Academy Conference (2001 : Auckland, New Zealand)
Conference location Auckland, New Zealand
Conference dates 1-5 December 2001
Title of proceedings Proceedings of the Australian and New Zealand Marketing Academy Conference 2001.
Editor(s) Chetty, Sylvie
Collins, Brett
Publication date 2001
Conference series Australian and New Zealand Marketing Academy Conference
Start page 1
End page 7
Publisher [Australian and New Zealand Academy of Marketing]
Place of publication [Auckland, N.Z.]
Summary Research consistently demonstrates the strategic benefits of providing quality in service delivery (Tse and Wilton 1988; Anderson and Zeithaml 1984). However, to deliver a quality service, it is first necessary to determine the level of quality expectations that consumers have for a particular service industry. This paper examines whether quality expectations vary across services based on their degree of total intangibility. A controlled, repeated measures design is utilised, whereby subjects are each asked to evaluate three services that vary in their degree of intangibility. Contrary to past findings, results indicate that consumer expectations for service quality do not vary with the level of intangibility of the service.
ISBN 0473082063
9780473082062
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004508

Document type: Conference Paper
Collection: School of Management and Marketing
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