Rethinking perceived service quality : (Record no. 36679)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01839naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0100515461137 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211173734.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 101005s2010 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 | GARCÍA, Jose Antonio Martínez |
| 9 (RLIN) | 42490 |
| 245 10 - TITLE STATEMENT | |
| Title | Rethinking perceived service quality : |
| Remainder of title | an alternative to hierarchical and multidimensional models |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | Jan./Feb. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Measuring perceived service quality continues to be a controversial topic in management literature. Brady and Cronin's (2001) hierarchical and multidimensional model overcame several limitations of previously proposed models. Nevertheless, Brady and Cronin's conceptualisation has been the object of substantial criticism. This research describes the most important limitations of the Brady and Cronin's (2001) model, pointing out some newly identified drawbacks to this kind of conceptualisation and to using the methodology for analysing service quality models. To overcome these shortcomings, a new procedure is proposed, based on the proper identification of service quality attributes and on the study of unobserved heterogeneity in customer perceptions. An application of this procedure to the insurance industry shows the possible advantages of using this method for studying perceived quality in services. The results of the empirical study confirm the presence of several latent classes formed by customers with disparate service quality perceptions |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 1-2 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CARO, Laura Martínez |
| 9 (RLIN) | 42491 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 1-2, p. 93-118 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, Jan./Feb. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101005 |
| Operator's initials, OID (RLIN) | 1546^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101006 |
| Operator's initials, OID (RLIN) | 1735^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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