From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries

By Jessica Santos. 2002

114 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/bafca637e18d81a474a1f75de200be3a22d8a166

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Y. Kim
2. Hyung-Ryong Lee
3. Juan de Oña
4. Rocio de Oña

In Organizational Behavior and Human Resource Management

1. Y. Kim
2. Hyung-Ryong Lee
3. Juan de Oña
4. Rocio de Oña

In Sociology and Political Science

1. Y. Kim
2. Hyung-Ryong Lee

Citations in the corpus

• Customer satisfaction using low cost carriers (2011, background): “Although the tangibles dimension is highly significant among service quality factors in the hospitality industry, this result is important because LCCs rarely focus on passenger tangibles (Santos, 2002).”