Testing a hierarchical and integrated model of quality in the service sector : (Record no. 33428)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02143naa a2200241uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0052015580037 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211171858.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 100520s2009 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | SÁNCHEZ-HERNÁNDEZ, R. M. |
| 9 (RLIN) | 40391 |
| 245 10 - TITLE STATEMENT | |
| Title | Testing a hierarchical and integrated model of quality in the service sector : |
| Remainder of title | functional, relational, and tangible dimensions |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | nov./dez. 2009 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Prior research has revealed limitations of the dominant SERVQUAL model of service quality. Some authors have pointed out the SERVQUAL model somewhat neglects the tangible and relational facets of quality in the service sector, and, therefore, there is a need to obtain a comprehensive and adaptable structure of quality for different types of services. Consequently, we propose and test a hierarchical and integrated model of service quality, hypothesising the existence of three second-order dimensions: functional quality (describing the efficiency with which the service core is provided); tangibles (the quality of physical service environment); and relational quality (relational or emotional benefits the customer receives). Each second-order factor has, in turn, a number of more specific or first-order factors of quality. The hypothesised three-factor structure was compared with other two alternatives: a one-factor model (with a unique second-order general quality dimension); and a two-factor model (with interactional and tangible second-order dimensions). We conducted two independent survey studies, assessing customer perceptions of service quality in Spanish (N = 517) and Mexican (N = 278) hotels. The results revealed the superiority of the three-factor model. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 20 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 11-12 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | MARTÍNEZ-TUR, V. |
| 9 (RLIN) | 40392 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | PEIRÓ, J. M. |
| 9 (RLIN) | 40393 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | RAMOS, J. |
| 9 (RLIN) | 40394 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 20, 11-12, p. 1173-1188 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, nov./dez. 2009 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100520 |
| Operator's initials, OID (RLIN) | 1558^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100531 |
| Operator's initials, OID (RLIN) | 1327^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
No items available.
