A study on the cognitive and affective components of service quality
By: HUNG-CHANG Chiu
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Material type: 
ArticlePublisher: Oxfordshire : Routledge, March 2002Total Quality Management 13, 2, p. 265-274Abstract: Service quality was defined as a form of attitude. From this definition, it is worth exploring the roles of the cognitive and affective components in service quality. This paper attempts to discuss the impacts of the cognitive and affective components of service quality upon customer behavior intentioons under different service categories and customer genders. Propositions and future research about this study were then discussed
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|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
Service quality was defined as a form of attitude. From this definition, it is worth exploring the roles of the cognitive and affective components in service quality. This paper attempts to discuss the impacts of the cognitive and affective components of service quality upon customer behavior intentioons under different service categories and customer genders. Propositions and future research about this study were then discussed
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