Table of contents
Consumer Expertise for Selected Services
Diana BestThe study examines consumer expertise for services and its measurement. Specifically, measures of subjective expertise or confidence, experience or frequency of usage, and two…
317
Service Quality and The Overseas' Student: Some Australian Experiences
Geoffrey N. Soutar, Margaret M. McNeil, Kwee LimThe paper examines the perceptions of overseas' students of the service quality delivered by 10 educational institutions in Western Australia. Their expectations in relation to…
205
Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study: The Experience of an Australian Organisation
John L. Triplett, Oliver H.M. Yau, Cathy NealThis paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to…
744
The Qualitative Approach to Understanding Service Quality
M Lyndall, Cathy Neal, John L. TriplettThe paper discusses how the use of qualitative research can enrich an organisation's understanding of service quality. A Queensland state government organisation currently using…
875
ISSN:
1355-5855e-ISSN:
1758-4248ISSN-L:
1355-5855Renamed from:
Asia Pacific International Journal of MarketingOnline date, start – end:
1993Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Ian Phau