Thesis (M.A.)--West Virginia University, 2001. / Title from document title page. Document formatted into pages; contains iv, 61 p. : ill. (some col.). Includes abstract. Includes bibliographical references (p. 45-50).

The presence as well as the nature of the relationship between customer perceptions of service customization and reliability is investigated in the first of three studies of the dissertation by applying an exploratory analytical approach---"probabilistic scaling analysis." Results suggest the existence of a positive and ordinal relationship between customer perceptions of customization and reliable quality. The second study of the dissertation applies a more confirmatory, 'contingency theory' approach to validate, and further develop the findings of the first study. Results are consistent in that a positive and ordinal relationship is observed between customer perceptions of service customization and reliability. Further, findings suggest that customization quality moderates the affect of reliable quality on overall service evaluations. Some support is also found for the moderating role of reliable quality. Together, these findings help unravel the relationship between customer perceptions of service customization and reliability, and demonstrate how each of them affects the marketplace efficacy of the other. / Overall, results of the probabilistic scaling analysis, as well as contingency theory demonstrate that among customers at the lower end of the latent scale, it is primarily the 'things gone wrong,' i.e. lack of reliability that governs the unfavorability of their overall perceptions. Among customers on the higher end, it is 'things gone right,' i.e. favorable customization quality perceptions that govern the favorability of their overall perceptions. Together, these results suggest that a service provider must minimize 'things gone wrong' and then focus on 'things gone right' to elicit favorable overall evaluations. / In a service environment however, 'doing things right' requires an immediate understanding of individual needs that a customer brings forth during every service transaction, and that must be met to create value for the customer. Qualitative data are analyzed using a conceptual framework to provide a systematic understanding of these issues. Such understanding also provides diagnostic information towards exploring key segment level differences observed in the second study of the dissertation. Overall, the analyses of the third study extend current subject understanding by providing a contextual development of value-creating individual customer needs as they relate to service customization and reliability, and their implications on service design. / Overall, the dissertation develops current subject understanding of service customization and reliability, and therefore of service quality in general. Customers evaluate service offerings on both elements of quality---customization and reliability, and thus one of them cannot be studied without understanding its affects on the other component of quality. The research, we believe, would develop the understanding of the subject, and would also aid service providers in more scientific service design as well as decision-making.

This study has empirically analyzed the significance of emotional satisfaction in the financial service encounters. The specific focus of this study is around finding out if the relationship between emotional satisfaction and the following important concepts exists i.e. service quality, customer loyalty and relationship quality. Furthermore, the study seeks to clarify the role of emotional satisfaction in predicting customer loyalty and relationship quality. The relationship between emotional satisfaction, service quality, customer loyalty, and relationship quality as a context, was utilized, as well as data from a sample survey of 1,261 Inland West First National Retail Bank customers. The aim of this study is to establish using probable sampling technique if there are merits in support of customer experience strategic choice within retail banking sector. A survey approach has considerable ability in generating answers to business questions such as the what? why? and how? through use of questionnaires. Interviews will also be conducted as part of the greater FNB survey. The results showed that service quality is positively associated with emotional satisfaction, which is positively associated with both customer loyalty and relationship quality. In addition, customer's feelings of enjoyment proved a best predictor of customer loyalty, while feelings of happiness served as the best predictor of relationship quality. The findings of the survey imply the need for a FNB to strategically leverage of the key antecedents of customer loyalty and relationship quality in its pursuit of customer retention and long-term profitability / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2006.

Two studies, based on the prototype approach to emotions, examined individual level (appraisals, expressions/action readiness and coping) and interpersonal components (provider response to consumer emotions) of consumer anger and anxiety during air travel, and the impact of these components on service evaluation. It is proposed that the nature of provider response to the overall emotion experience determines consumer evaluation of the service. / A survey of recalled experiences of these emotions (Study 1) found that, consistent with the hypotheses, anger experiences comprised appraisals of provider blame for the negative event, problem focused coping (e.g., confronting the provider), and support withholding provider response (i.e., not assisting the consumer through the negative experience). Anxiety experiences, as hypothesized, had greater appraisals of uncontrollable circumstances, but emotion-focused coping (i.e., attempts to manage the affective reaction) was only marginally more than problem-focused coping, and there was no difference in support providing (i.e., assisting the consumer though the negative event) and support withholding provider responses. The survey could not elicit details of the physical expressions accompanying either emotion. Analysis of structured questions show that while support withholding responses decrease evaluations, support providing responses can increase evaluations despite the negativity of the emotions. / Study 2 sequentially manipulated emotions (anger, anxiety) and provider response---emotion support (reassuring consumers), instrumental support (attempting to resolve the problem), mixed support (doing both), and no support. Structured questions that followed the emotion manipulation measured coping and action readiness underlying expressions. Coping patterns replicated the results of Study 1. Expressions of anger conveyed action readiness modes of approach and antagonism while anxiety expressions conveyed approach and helplessness. Measures of consumer evaluation followed the provider response manipulation and confirmed that support providing responses lead to higher evaluations. The social support literature indicates that support strategies closely aligned with the components of consumer emotions will be the most effective. Results confirm, that this occurs at high levels of emotion intensity. Instrumental support that matched the well-defined problem oriented components of anger experiences tended to be more effective than emotion support. Instrumental support was also effective for anxious consumers, but a mixed support strategy that matched the occurrence of both emotion-focused and problem-focused coping in anxiety, tended to be more efficacious. Results are discussed in terms of the context specific nature of the components of emotion experience, and of the need to be cognizant of these components when designing provider response strategies.

Malaysia embarked on a privatization program in 1983. The overall aim was to relieve the financial and administrative burden of the government and to improve the efficiency and productivity of government enterprises. One of the sectors privatized was the water supply in Penang with the major objective of ensuring that the privatized water company, known as Penang Water Supply Corporation (PWSC), provides better quality services to its customers. The PWSC must attempt to satisfy its customers who must perceive that their needs are being met and to capture the voices of the customers in order to provide improved services. / This study assessed the suitability of the SERVQUAL instrument for measuring service quality in Malaysian water supply sector. It attemped to evaluate the quality of services provided by PWSC through the use of the SERVQUAL instrument to measure industrial customers' expectations and perceptions of the quality of service. SERVQUAL measures five service dimensions: tangibles, reliability, responsiveness, assurance and empathy. Expectations, perceptions and service quality scores were assessed and their significance interpreted. The research was conducted via a questionnaire survey. The results indicated that SERVQUAL to be an appropriate instrument to measure water supply service in Malaysia and three factors appear as dimensions of service quality. Analysis of the results revealed that industrial customers rated the service quality provided by PWSC as above average. Higher expectation than perception scores were recorded on all features of service quality indicating that customers expected a better quality of service from PWSC. An Extended Gaps Model of Service Quality was used to identify the factors contributing the service quality shortfalls. Strategies to improve service quality of PWSC were proposed. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2004.

Thesis (Ph. D.)--University of Texas at Austin, 2007. / Vita. Includes bibliographical references.

Assignment (MA)--University of Stellenbosch, 2006. / Bibliography. Also available via the Internet.

Thesis (Ph.D.) -- University of Western Sydney, 2000. / "Submitted in partial requirement for the degree of Doctor of Philosophy" Bibliography : leaves 274-333.

Thesis (PhD) -- University of Western Sydney, 2000. / Includes index. "November 2000" "Submitted in fulfillment of the requirements for the degree, Doctor of Philosophy, University of Western Sydney" Bibliography: leaves 321- 345.

Thesis (D.B.A.) Nova Southeastern University, 2004. / Includes bibliographical references (leaves 277-303).