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The antecedents of consumer expectations of services: an empirical study across four industries
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| Zeitschriftentitel: | Journal of Services Marketing |
|---|---|
| Personen und Körperschaften: | , , , |
| In: | Journal of Services Marketing, 11, 1997, 4, S. 230-248 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Clow, Kenneth E. Kurtz, David L. Ozment, John Soo Ong, Beng Clow, Kenneth E. Kurtz, David L. Ozment, John Soo Ong, Beng |
|---|---|
| author |
Clow, Kenneth E. Kurtz, David L. Ozment, John Soo Ong, Beng |
| spellingShingle |
Clow, Kenneth E. Kurtz, David L. Ozment, John Soo Ong, Beng Journal of Services Marketing The antecedents of consumer expectations of services: an empirical study across four industries Marketing |
| author_sort |
clow, kenneth e. |
| spelling |
Clow, Kenneth E. Kurtz, David L. Ozment, John Soo Ong, Beng 0887-6045 Emerald Marketing http://dx.doi.org/10.1108/08876049710171704 <jats:p>Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.</jats:p> The antecedents of consumer expectations of services: an empirical study across four industries Journal of Services Marketing |
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Journal of Services Marketing |
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| title |
The antecedents of consumer expectations of services: an empirical study across four industries |
| title_unstemmed |
The antecedents of consumer expectations of services: an empirical study across four industries |
| title_full |
The antecedents of consumer expectations of services: an empirical study across four industries |
| title_fullStr |
The antecedents of consumer expectations of services: an empirical study across four industries |
| title_full_unstemmed |
The antecedents of consumer expectations of services: an empirical study across four industries |
| title_short |
The antecedents of consumer expectations of services: an empirical study across four industries |
| title_sort |
the antecedents of consumer expectations of services: an empirical study across four industries |
| topic |
Marketing |
| url |
http://dx.doi.org/10.1108/08876049710171704 |
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1997 |
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230-248 |
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<jats:p>Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.</jats:p> |
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| author | Clow, Kenneth E., Kurtz, David L., Ozment, John, Soo Ong, Beng |
| author_facet | Clow, Kenneth E., Kurtz, David L., Ozment, John, Soo Ong, Beng, Clow, Kenneth E., Kurtz, David L., Ozment, John, Soo Ong, Beng |
| author_sort | clow, kenneth e. |
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| container_start_page | 230 |
| container_title | Journal of Services Marketing |
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| description | <jats:p>Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.</jats:p> |
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| series | Journal of Services Marketing |
| source_id | 49 |
| spelling | Clow, Kenneth E. Kurtz, David L. Ozment, John Soo Ong, Beng 0887-6045 Emerald Marketing http://dx.doi.org/10.1108/08876049710171704 <jats:p>Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.</jats:p> The antecedents of consumer expectations of services: an empirical study across four industries Journal of Services Marketing |
| spellingShingle | Clow, Kenneth E., Kurtz, David L., Ozment, John, Soo Ong, Beng, Journal of Services Marketing, The antecedents of consumer expectations of services: an empirical study across four industries, Marketing |
| title | The antecedents of consumer expectations of services: an empirical study across four industries |
| title_full | The antecedents of consumer expectations of services: an empirical study across four industries |
| title_fullStr | The antecedents of consumer expectations of services: an empirical study across four industries |
| title_full_unstemmed | The antecedents of consumer expectations of services: an empirical study across four industries |
| title_short | The antecedents of consumer expectations of services: an empirical study across four industries |
| title_sort | the antecedents of consumer expectations of services: an empirical study across four industries |
| title_unstemmed | The antecedents of consumer expectations of services: an empirical study across four industries |
| topic | Marketing |
| url | http://dx.doi.org/10.1108/08876049710171704 |