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| 001 | 0052015580037 | ||
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| 005 | 20190211171858.0 | ||
| 008 | 100520s2009 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aSÁNCHEZ-HERNÁNDEZ, R. M. _940391 |
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| 245 | 1 | 0 |
_aTesting a hierarchical and integrated model of quality in the service sector : _bfunctional, relational, and tangible dimensions |
| 260 |
_aOxfordshire : _bRoutledge, _cnov./dez. 2009 |
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| 520 | 3 | _aPrior 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 | _aVolume 20 | ||
| 590 | _aNumbers 11-12 | ||
| 700 | 1 |
_aMARTÍNEZ-TUR, V. _940392 |
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| 700 | 1 |
_aPEIRÓ, J. M. _940393 |
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| 700 | 1 |
_aRAMOS, J. _940394 |
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| 773 | 0 | 8 |
_tTotal Quality Management & Business Excellence _g20, 11-12, p. 1173-1188 _dOxfordshire : Routledge, nov./dez. 2009 _xISSN 14783363 _w |
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_a20100520 _b1558^b _cDaiane |
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_a20100531 _b1327^b _cCarolina |
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_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c33428 _d33428 |
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| 041 | _aeng | ||