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. Attached Files Name Description MIMEType Size Downloads Title The impact of service intangibility on consumer service quality expectations Author(s) Trifa, Debra McQuilken, Lisa orcid.org/0000-0002-2314-7502 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 Collections: Faculty of Business and Law School of Management and Marketing Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Thu, 26 Feb 2009, 09:07:29 EST Tue, 23 Jun 2009, 12:43:51 EST Mon, 19 Apr 2010, 10:04:57 EST Wed, 27 Aug 2014, 21:24:24 EST Fri, 05 Sep 2014, 11:10:09 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 1212 Abstract Views, 0 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:38:04 EST