Service intangibility and its impact on consumer expectations of service quality
By C. Bebko. 2000
423 citations recorded by the source corpus.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/df63ac9b64d3eec366e9e1da1146f9932b5a8fea
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In Marketing
- Jesús Collado
- G. Mcdougall
- Héctor San Martín
- Keith C. Russell
- Michel Laroche
- Dieter Ahlert
- Cleopatra Veloutsou
- H. Bang
In Organizational Behavior and Human Resource Management
- Jesús Collado
- G. Mcdougall
- Héctor San Martín
- Keith C. Russell
- Michel Laroche
- Cleopatra Veloutsou
- H. Bang
- Zhiyong Yang
Citations in the corpus
- The effects of country of origin and corporate reputation on initial trust: An experimental evaluation of the perception of Polish consumers (2008, background): “From a consumer perspective, these distinctive service characteristics affect the risk, perceived prior to the consumption of services (Conchar et al., 2004; Bebko, 2000; Murray and Schlacter, 1990): The intangibility of a service increases the perceived risk of a mispurchase.”
- An Empirical Assessment of Spectator-Based Brand Equity (2008, result): “This supports prior research on brand image that that has concluded that the reliability of a service has a strong influence on the image of that brand (Bebko, 2000).”
- The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector (2006, background): “This characteristic may complicate the formation of expectations because users cannot perceive the tangible outcome of the service, and therefore, they cannot clearly form their expectations of a future encounter with the service (Bebko, 2000).”
- A cross-industry comparison of customer satisfaction (2006, result): “On the other hand, the findings of some researchers are less supportive of the efficacy of cross industry customer satisfaction comparisons (Winsted, 1999; de Ruyter and Wetzels, 2000; Bebko, 2000; Dermanov and Eklöf, 2001).”
- Exploring How Intangibility Affects Perceived Risk (2004, methodology): “Prior research has tended to view intangibility as a single dimension related to the lack of physical evidence (Bebko 2000; Finn 1985) or a two-dimensional construct related to the lack of physical evidence and generality— how general or specific a consumer perceives a particular good or service…”