This study tests two competing theories of consumer satisfaction within the context of a high contact service, the disconfirmation of expectations theory and the value-percent disparity theory. In addition, it examined the strength of these theories when a new construct dealing with role performance was added. This service is a librarian-assisted, computerized information retrieval service, for the compilation of bibliographies. The study involved the experimental manipulation of consumer expectations about product-outcome attributes and about role performance attributes as well as actual performance for both types of expectation. The medium selected for the experiment was the observation of the roleplay by three actors involved in the service purchase process. The relative strength of the competing theories was then tested using multiple regression.

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D.Com. (Business Management) / In recent academic journals it is clear that the marketing of services is still a popular topic of research. Although not surprising, the bulk of the research centered around aspects such as marketing strategy, service quality and the difference between product and services marketing. The aspect of risk perception, particularly in the buying process of services, has received rather marginal attention from researchers and the interest in the relationship between risk perception and information acquisition has only recently been revived in the work of Murray (1991). A topic still to be resolved in academic research, is the involvement of risk perception in the buying process of industrial services. This study is primarily concerned with the relationship between risk perception and the information acquisition behaviour of buyers of industrial services in contrast to the purchase of consumer services. To make a contribution to the scientific understanding of the marketing of services, six hypotheses were proposed to be tested in an experimental setting. The hypotheses postulated selected behavioural patterns of decision maker in reaction to the independent variable of manipulated risk perception. The experimental design used, was a 2x3 repeated measures design where the independent variable was manipulated with one of five randomly assigned services in each category of a continuum of three different levels of risk perception (High, medium and low risk). The dependent variables constituted measures of source usage, source effectiveness and source confidence. The three dependent measures were operationalised by a 25-item rating scale derived from Andreason (1968) and Murray (1991)...

The empirical study gives support to the strong mediating role of a customer-focused culture. The key determinants of perceived service quality are epitomized in the 'golden triangle' of Visionary Leadership, Customer Focus and Quality People. Visionary leadership does not exert direct effect on people but transmits its influence through the establishment of a customer-focused culture. Contrary to the findings from previous studies, the relationship between process management and perceived service quality does not fall into place. / This paper presents the results of an empirical assessment of a Total-Quality-Management-for-Service (TQMS) model. The model integrates the traditional TQM literature and service quality management literature, showing the impact of both strategic and operational factors on perceived service quality. Structural equation modeling was applied to examine the theoretical causal ordering, using data collected from 90 service companies and 900 customer interviews. The constructs were found to be highly reliable and valid. The results provide strong empirical evidence in support of the TQMS model, specifying the relationships among TQM practices. / This study contributes to theory building by identifying the TQM constructs relevant to the service setting. Introducing perceived service quality as a performance measure extends the traditional TQM theory by providing insights on how internal organizational practices can influence externally-based outcome. From the practical standpoint, managers could use the results obtained to make better decisions in evaluating quality program implementation. It is evident that the prevalence of a customer-focused culture is a pivotal factor which determines the ultimate success of TQM. This culture factor also acts as a mediator transmitting the effect of leadership on employee behavior, and eventually on perceived service quality. / Choy Lee-man. / "January 2002." / Adviser: T. S. Lee. / Source: Dissertation Abstracts International, Volume: 63-01, Section: A, page: 0258. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (p. 137-152). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest dissertations and theses, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest Information and Learning Company, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in English and Chinese. / School code: 1307.

Fock Kwong Yin Henry. / "June 2004." / Thesis (Ph.D.)--Chinese University of Hong Kong, 2004. / Includes bibliographical references (p. 196-211). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest Information and Learning Company, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest dissertations and theses, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Mode of access: World Wide Web. / Abstracts in English and Chinese.

Thesis (Ph. D.)--University of Hong Kong, 2001. / Includes bibliographical references (leaves 216-224).

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Thesis (MProjMgmt)--University of South Australia, 2000

Thesis (Ph. D.)--University of Washington. / Vita. Bibliography: L. [139]-147.

Thesis PlanB (M.S.)--University of Wisconsin--Stout, 2007. / Includes bibliographical references.