Service intangibility and its impact on consumer expectations of service quality
Service intangibility and its impact on consumer expectations of service quality
复制标题
服务无形性及其对消费者服务质量期望的影响
DOI：
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发表时间：
2000
期刊：
影响因子：
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通讯作者：
C. Bebko
中科院分区：
文献类型：
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作者：
C. Bebko
在服务质量研究中需要解决的领域之一是消费者对无形性的期望的性质。以前的研究比较了消费者对不同服务的服务质量期望，但对每种不同的服务评估了不同的受试者。使用不同的主题为每一种服务的问题是，主题的人口统计特征可能是负责的质量期望的显着差异。本研究采用控制，重复测量的设计，每个主题被要求评估三个服务，不同程度的无形性，在十周内。这使得人们可以在不冒人口统计学将解释数据中大部分差异的风险的情况下查看服务质量期望。提出了一种严格基于无形性特征的服务分类矩阵。这种简化的服务分类方案的管理影响进行了讨论。
Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each different service. The problem with using different subjects for each service is that the subject’s demographic characteristics may be responsible for the significant differences in expectations of quality. This research uses a controlled, repeated measures design where subjects were each asked to evaluate three services, varying in their degree of intangibility, over a ten week period. This made it possible to look at service quality expectations without risking the problem that demographics would account for most of the differences in the data. A classification matrix for services based strictly on the feature of intangibility is proposed. The managerial implications of this simplified classification scheme for services are discussed.