- ABELSON , R.P. , KINDER , D.R. , PETERS , M.D. and FISKE , S.T. 1982 . Affective and semantic components in political person perception . Journal of Personality and Social Psychology , 42 : 619 – 630 .
- ANSI/ASQC . 1987 . Quality Systems Terminology, American National Standards A3-1987 , Washington, DC : ANSI/ASQC .
- ALLPORT , G.W. 1935 . “ Attitudes ” . In Handbook of Social Psychology , Edited by: MURCHISON , C. Worcester, MA : Clark University Press .
- BAGOZZI , R.P. and BURNKRANT , R.E. 1979 . Attitude organization and the attitude-behavior relationship. A reply to Dillon and Kumar . Journal of Personality and Social Psychology , 37 : 913 – 929 .
- BlENSTOCK , C.C. , MENTZER , J.T. and BIRD , M.M. 1997 . Measuring physical distribution service quality . Journal of the Academy of Marketing Science , 25 : 31 – 44 .
- BRECKLER , S.J. 1984 . Empirical validation of affect, behavior, and cognition as distinct components of attitude . Journal of Personality and Social Psychology , 47 : 1191 – 1205 .
- CARMAN , J.M. 1990 . Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions . Journal of Retailing , 66 : 33 – 55 .
- CHANDON , P. , WANSINK , B. and LAURENT , G. 2000 . A benefit congruency framework of sales promotion effectiveness . Journal of Marketing , 64 : 65 – 81 .
- CLAES , M.T. 1999 . Women, men and management styles . International Labor Review , 138 : 431 – 446 .
- COMPEAU , L.D. , GREWAL , D. and MONROE , K.B. 1998 . Role of prior affect and sensory cues on consumers' affective and cognitive responses and overall perceptions of quality . Journal of Business Research , 42 : 295 – 308 .
- CRONINS , J.J. Jr and TAYLOR , S.A. 1992 . Measuring service quality: a reexamination and extension . Journal of Marketing , 56 : 55 – 68 .
- CROSBY , P.B. 1979 . Quality is Free: The Art of Making Quality Certain , New York : New American Library .
- CROWLEY , A.E. , SPANGENBERG , E.R. and HUGHES , K.R. 1992 . Measuring the hedonic and utilitarian dimensions of attitudes toward product categories . Marketing Letters , 3 : 239 – 249 .
- DELBECQ , A.L. , VANDEVEN , A.H. and GUSTAFSON , D.H. 1975 . Group Techniques for Program Planning: A Guide to Nominal Group and Delphi Processes , Illinois : Scott, Foresman and Company .
- EDWARDS , K. 1990 . The interplay of affect and cognition in attitude formation and change . Journal of Personality and Social Psychology , 59 : 202 – 216 .
- EREVELLES , S. 1998 . The role of affect in marketing . Journal of Business Research , 42 : 199 – 215 .
- ESPINOZA , M.M. 1999 . Assessing the cross-cultural applicability of service quality measure: a comparative study between Quebec and Peru . International Journal of Service Industry Management , 10 : 449 – 468 .
- FAZIO , R.H. 1986 . “ How do attitudes guide behavior? ” . In The Handbook of Motivation and Cognition: Foundations of Social Behavior , Edited by: SORRENTINO , R.M. and HlGGIN , E.T . New York : Guilford Press .
- FAZIO , R.H. and ZANNA , M.P. 1981 . Direct experience and attitude behavior consistency . Advances in Experimental Social Psychology , 14 : 161 – 202 .
- FEIGENBAUM , A.V. 1951 . Quality Control: Principles, Practice, and Administration , New York : McGraw-Hill .
- FEINGOLD , A. 1994 . Gender differences in personality: a meta-analysis . Psychological Bulletin , 116 : 429 – 456 .
- FlSHBEIN , M. and AJZEN , I. 1974 . Attitudes towards objects as predictors of single and multiple behavioral criteria . Psychological Review , 81 : 59 – 74 .
- FlSHBEIN , M. and AJZEN , I. 1975 . Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research , Reading, MA : Addison-Wesley .
- FlSK , S.T. and STEVENS , L.E. 1993 . “ What's so special about sex? Gender stereotyping and discrimination ” . In Gender Issues in Contemporary Society , Edited by: OSKAMP , S. and COSTANZO , M. 173 – 196 . Newbury Park, CA : Sage Publications .
- HlRSCHMAN , E.G. and HOLBROOK , M.E. 1982 . Hedonic consumption: emerging concepts, methods and propositions . Journal of Marketing , 46 : 92 – 101 .
- HUFFMAN , C. and HURST , N. 1990 . Gender stereotypes: perception or rationalization . Journal of Personality and Social Psychology , 58 : 197 – 208 .
- JURAN , J.M. , GRYNA , F. JR and BINGHAM , R.S. 1974 . Quality Control Handbook , New York : McGraw-Hill .
- KELLEY , S.W. 1989 . Efficiency in service delivery: Technological or humanistic approaches? . The Journal of Services Marketing , 3 : 43 – 50 .
- LlN , N.P. , CHIU , H.C. and HSIEH , Y.C. 2001 . Investigating the relationship between service providers' personality and customers' perceptions of service quality across gender . Total Quality Management , 12 : 57 – 67 .
- LOVELOCK , C.H. 1983 . Classifying services to gain strategic marketing insights . Journal of Marketing , 47 : 9 – 20 .
- MlTTAL , B. and LASSAR , W.M. 1996 . The role of personalization in service encounters . Journal of Retailing , 72 : 95 – 109 .
- PARASURAMAN , A. , BERRY , L.L. and ZEITHAML , V.A. 1991 . Refinement and reassessment of the SERVQUAL scale . Journal of Retailing , 67 : 420 – 450 .
- PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
- PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1988 . SERVQUAL. A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
- PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1994 . Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria . Journal of Retailing , 70 : 201 – 230 .
- SURESHCHANDAR , G.S. , RAJENDRAN , C. and KAMALANABHAN , T.J. 2001 . Customer perceptions of service quality: a critique . Total Quality Management , 12 : 111 – 124 .
- TEAS , R.K. 1993 . Expectations, performance evaluation and customers' perceptions of quality . Journal of Marketing , 57 : 18 – 34 .
- THURSTONE , L.L. and CHAVE , E.J. 1929 . The Measurement of Attitude , Chicago : University of Chicago Press .
- WALSH , J. 2000 . The Internet: a new era in customer service . European Management Journal , 18 : 85
- WEINER , J.L. 1998 . Nice attitude: get more from your research . Marketing News , 32 : 13
- ZAJONC , R.B. 1980 . Feeling and thinking: preferences need no inferences . American Psychologist , 35 : 151 – 195 .
- ZAJONC , R.B. and MARKUS , H. 1982 . Affective and cognitive factors in preferences . Journal of Consumer Research , 9 : 123 – 131 .
- ZANNA , M.P. and REMPEL , J.K. 1988 . “ Attitude: a new look at an old concept ” . In The Social Psychology of Knowledge , Edited by: BAR-TAL , D. and KRUGLANSKI , A.W. 315 – 334 . Cambridge : Cambridge University .
Total Quality Management
Volume 13, 2002 - Issue 2