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The impact of service intangibility on consumer service quality expectations

conference contribution
posted on 2001-01-01, 00:00 authored by D Trifa, Lisa McQuilken
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.

History

Title of proceedings

Proceedings of the Australian and New Zealand Marketing Academy Conference 2001.

Event

Australian & New Zealand Marketing Academy Conference (2001 : Auckland, New Zealand)

Pagination

1 - 7

Publisher

[Australian and New Zealand Academy of Marketing]

Location

Auckland, New Zealand

Place of publication

[Auckland, N.Z.]

Start date

2001-12-01

End date

2001-12-05

ISBN-13

9780473082062

ISBN-10

0473082063

Language

eng

Publication classification

E1 Full written paper - refereed

Editor/Contributor(s)

S Chetty, B Collins

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