Customer response to intangible and tangible service factors
- 11 January 1999
- journal article
- research article
- Published by Wiley in Psychology & Marketing
- Vol. 16 (1) , 51-68
- https://doi.org/10.1002/(sici)1520-6793(199901)16:1<51::aid-mar4>3.0.co;2-0
Abstract
No abstract availableThis publication has 20 references indexed in Scilit:
- A measure of service quality for retail stores: Scale development and validationJournal of the Academy of Marketing Science, 1996
- The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research PropositionsJournal of the Academy of Marketing Science, 1996
- The Influence of Store Environment on Quality Inferences and Store ImageJournal of the Academy of Marketing Science, 1994
- Work and/or Fun: Measuring Hedonic and Utilitarian Shopping ValueJournal of Consumer Research, 1994
- A Dynamic Process Model of Service Quality: From Expectations to Behavioral IntentionsJournal of Marketing Research, 1993
- Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 1992
- Servicescapes: The Impact of Physical Surroundings on Customers and EmployeesJournal of Marketing, 1992
- Perceived Control and the Effects of Crowding and Consumer Choice on the Service ExperienceJournal of Consumer Research, 1991
- Evaluating Service Encounters: The Effects of Physical Surroundings and Employee ResponsesJournal of Marketing, 1990
- Hedonic Consumption: Emerging Concepts, Methods and PropositionsJournal of Marketing, 1982