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Total Quality Management Volume 13, 2002 - Issue 2
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Original Articles

A study on the cognitive and affective components of service quality

Hung-Chang Chiu
Pages 265-274 | Published online: 25 Aug 2010

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Faheem Gul Gilal, Jian Zhang, Naeem Gul Gilal & Rukhsana Gul Gilal. (2018) Integrating self-determined needs into the relationship among product design, willingness-to-pay a premium, and word-of-mouth: a cross-cultural gender-specific study. Psychology Research and Behavior Management 11, pages 227-241.
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Wieslaw Urban. (2013) Perceived quality versus quality of processes: a meta concept of service quality measurement. The Service Industries Journal 33:2, pages 200-217.
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Mei-Fang Chen & Ling-Huei Wang. (2009) The moderating role of switching barriers on customer loyalty in the life insurance industry. The Service Industries Journal 29:8, pages 1105-1123.
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Olga Einasto. (2009) Using service quality monitoring to support library management decisions: A case study from Estonia. The International Information & Library Review 41:1, pages 12-20.
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Abhay Shah & Heidi Laino. (2006) Marketing a U.S. University to International Students: Which Approach Is Best–Standardization, Adaptation, or Contingency? An Investigation of Consumer Needs in Seven Countries. Journal of Marketing for Higher Education 16:1, pages 1-24.
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Rama Yelkur & Subhra Chakrabarty. (2006) Gender Differences in Service Quality Expectations in the Fast Food Industry. Services Marketing Quarterly 27:4, pages 141-151.
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Articles from other publishers (24)

Amy Wong. (2023) How green sustainability efforts affect brand-related outcomes. Asia-Pacific Journal of Business Administration.
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Syed Sardar Muhammad, Bidit L. Dey, Muhammad M. Kamal & Sharifah F. Syed Alwi. (2021) Consumer engagement with social media platforms: A study of the influence of attitudinal components on cutting edge technology adaptation behaviour. Computers in Human Behavior 121, pages 106802.
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Syed S. Muhammad, Bidit Dey, Sharifah Alwi & Mujahid Mohiuddin Babu. 2020. Digital and Social Media Marketing. Digital and Social Media Marketing 197 226 .
Taghreed Abu-Salim, Nermeen Mustafa, Okey Peter Onyia & Alastair William Watson. (2019) Gender in service quality expectations in hospitals. International Journal of Quality and Service Sciences 11:4, pages 604-619.
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Chia-Lin Hsu, Yen-Chun Chen, Tai-Ning Yang, Wei-Ko Lin & Yi-Hsuan Liu. (2018) Does product design matter? Exploring its influences in consumers’ psychological responses and brand loyalty. Information Technology & People 31:3, pages 886-907.
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Sharifah Faridah Syed Alwi & Philip J. Kitchen. (2014) Projecting corporate brand image and behavioral response in business schools: Cognitive or affective brand attributes?. Journal of Business Research 67:11, pages 2324-2336.
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Björn Frank, Takao Enkawa & Shane J. Schvaneveldt. (2013) How do the success factors driving repurchase intent differ between male and female customers?. Journal of the Academy of Marketing Science 42:2, pages 171-185.
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Mei‐Ling Wang. (2013) Implementing CRM in nursing homes: the effects on resident satisfaction. Managing Service Quality: An International Journal 23:5, pages 388-409.
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Lee, Jinho & Hanjoo Yoo. (2013) A Study on the Effect Paths from Employee Satisfaction to Customer Satisfaction - Case of the company K's power plant maintenance services-. Journal of Korea Service Management Society 14:2, pages 243-274.
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Patria Laksamana, David Wong, Russel P.J. Kingshott & Fatimah Muchtar. (2013) The role of interaction quality and switching costs in premium banking services. Marketing Intelligence & Planning 31:3, pages 229-249.
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Hai-yan Qi & Jiang-bo Zheng. 2013. The 19th International Conference on Industrial Engineering and Engineering Management. The 19th International Conference on Industrial Engineering and Engineering Management 855 864 .
Zheng-song Zhou & Yue-juan Sun. (2011) Evaluation and Empirical Analysis of Logistics Service Quality Based on Dynamic Fuzzy Theory. Evaluation and Empirical Analysis of Logistics Service Quality Based on Dynamic Fuzzy Theory.
Serge Baile & Rim Louati. (2011) L'efficience du SI utilisateur final : un modèle d'impact de la qualité de service sur la satisfaction. Systèmes d'information & management Volume 15:4, pages 7-43.
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Hai-yan Qi & Jiang-bo Zheng. (2010) An application of Fuzzy Optimal Cluster Model to the quality evaluation in logistics services. An application of Fuzzy Optimal Cluster Model to the quality evaluation in logistics services.
Prabha Ramseook‐Munhurrun, Perunjodi Naidoo & Soolakshna D. Lukea‐Bhiwajee. (2009) Employee perceptions of service quality in a call centre. Managing Service Quality: An International Journal 19:5, pages 541-557.
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Olga Einasto. (2009) Using service quality monitoring to support library management decisions: A case study from Estonia. The International Information & Library Review 41:1, pages 12-20.
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Emin Babakus & Ugur Yavas. (2008) Does customer sex influence the relationship between perceived quality and share of wallet?. Journal of Business Research 61:9, pages 974-981.
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Philipp Klaus & Stan Maklan. (2007) The role of brands in a service-dominated world. Journal of Brand Management 15:2, pages 115-122.
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Bruce D. Keillor, Dale Lewison, G. Tomas M. Hult & William Hauser. (2007) The service encounter in a multi‐national context. Journal of Services Marketing 21:6, pages 451-461.
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Manuel Sánchez Pérez, Juan Carlos Gázquez Abad, Gema María Marín Carrillo & Raquel Sánchez Fernández. (2007) Effects of service quality dimensions on behavioural purchase intentions. Managing Service Quality: An International Journal 17:2, pages 134-151.
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Ching-I Teng, Ching-Kang Ing, Hao-Yuan Chang & Kuo-Piao Chung. (2007) Development of Service Quality Scale for Surgical Hospitalization. Journal of the Formosan Medical Association 106:6, pages 475-484.
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Sally McKechnie, Heidi Winklhofer & Christine Ennew. (2006) Applying the technology acceptance model to the online retailing of financial services. International Journal of Retail & Distribution Management 34:4/5, pages 388-410.
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Hung-Chang Chiu, Yi-Ching Hsieh, Yu-Chuan Li & Monle Lee. (2005) Relationship marketing and consumer switching behavior. Journal of Business Research 58:12, pages 1681-1689.
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Lisa J. Morrison Coulthard. (2018) A Review and Critique of Research Using Servqual. International Journal of Market Research 46:4, pages 479-497.
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