Browsing by Subject "Consumer behavior."
Now showing items 1-2 of 2
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An investigation of latitude models of service-encounter evaluation.
(1997)Recently, Zeithaml, Berry, and Parasuraman (1993) (ZBP) have proposed a "zone of tolerance" model of perceived service quality. Its fundamental propositions are that (1) the standard of comparison is a zone which is bounded ... -
Locus of control and the service encounter: The impact of individual differences on perceptions of service quality, customer satisfaction and consumer complaint behaviour.
(1998)Recently in the literature there has been a resurgence of interest in identifying the needs and wants of consumers and then designing business strategies which ensure that these needs and wants are satisfactorily met. ...