Matches in SemOpenAlex for { <https://semopenalex.org/work/W2065196471> ?p ?o ?g. }
Showing items 1 to 83 of
83
with 100 items per page.
- W2065196471 endingPage "17" @default.
- W2065196471 startingPage "1" @default.
- W2065196471 abstract "This paper seeks to synthesise the disparate research to date that has been done on the temporal decay of service quality and satisfaction responses. We aim to verify if this measurement artefact exists and, if so, to see if its magnitude can be quantified and generalised across a range of conditions. Using the existing published results from various ad hoc studies to date that have looked at the issue, we quantify the reported decays in service quality and satisfaction scores. In addition, we extend the research into two new crosssectional studies in the catering and financial planning industries. Service quality ratings decay as the time since the service experience increases. The extent of this decay is generalisable to approximately a 10% decline in service scores over a one- to three-month period. The majority of the decay occurs within the first month of the service encounter and then this rate of decline slows down or stabilises. This research adds to the body of knowledge concerning moderators of service quality ratings. It makes an important managerial contribution through providing a generalised decay figure of about 10% that can be used by managers and researchers to separate the confounding effects of temporal decay from real changes in customers’ service quality perceptions." @default.
- W2065196471 created "2016-06-24" @default.
- W2065196471 creator A5022288792 @default.
- W2065196471 creator A5022483054 @default.
- W2065196471 creator A5080931439 @default.
- W2065196471 date "2009-01-01" @default.
- W2065196471 modified "2023-09-26" @default.
- W2065196471 title "Quantifying the Extent of Temporal Decay in Service Quality Ratings" @default.
- W2065196471 cites W1963903803 @default.
- W2065196471 cites W1966912986 @default.
- W2065196471 cites W1967551248 @default.
- W2065196471 cites W1970570028 @default.
- W2065196471 cites W1971681758 @default.
- W2065196471 cites W1975835386 @default.
- W2065196471 cites W1982315353 @default.
- W2065196471 cites W1989741922 @default.
- W2065196471 cites W1994346317 @default.
- W2065196471 cites W2027433337 @default.
- W2065196471 cites W2028809046 @default.
- W2065196471 cites W2044694716 @default.
- W2065196471 cites W2094013842 @default.
- W2065196471 cites W2316110746 @default.
- W2065196471 cites W2317874844 @default.
- W2065196471 cites W4240969601 @default.
- W2065196471 cites W4242554310 @default.
- W2065196471 cites W4249926486 @default.
- W2065196471 doi "https://doi.org/10.1177/147078530905100106" @default.
- W2065196471 hasPublicationYear "2009" @default.
- W2065196471 type Work @default.
- W2065196471 sameAs 2065196471 @default.
- W2065196471 citedByCount "3" @default.
- W2065196471 countsByYear W20651964712013 @default.
- W2065196471 countsByYear W20651964712015 @default.
- W2065196471 crossrefType "journal-article" @default.
- W2065196471 hasAuthorship W2065196471A5022288792 @default.
- W2065196471 hasAuthorship W2065196471A5022483054 @default.
- W2065196471 hasAuthorship W2065196471A5080931439 @default.
- W2065196471 hasConcept C121332964 @default.
- W2065196471 hasConcept C140781008 @default.
- W2065196471 hasConcept C144133560 @default.
- W2065196471 hasConcept C149782125 @default.
- W2065196471 hasConcept C162324750 @default.
- W2065196471 hasConcept C162853370 @default.
- W2065196471 hasConcept C2779530757 @default.
- W2065196471 hasConcept C2780378061 @default.
- W2065196471 hasConcept C62520636 @default.
- W2065196471 hasConceptScore W2065196471C121332964 @default.
- W2065196471 hasConceptScore W2065196471C140781008 @default.
- W2065196471 hasConceptScore W2065196471C144133560 @default.
- W2065196471 hasConceptScore W2065196471C149782125 @default.
- W2065196471 hasConceptScore W2065196471C162324750 @default.
- W2065196471 hasConceptScore W2065196471C162853370 @default.
- W2065196471 hasConceptScore W2065196471C2779530757 @default.
- W2065196471 hasConceptScore W2065196471C2780378061 @default.
- W2065196471 hasConceptScore W2065196471C62520636 @default.
- W2065196471 hasIssue "1" @default.
- W2065196471 hasLocation W20651964711 @default.
- W2065196471 hasOpenAccess W2065196471 @default.
- W2065196471 hasPrimaryLocation W20651964711 @default.
- W2065196471 hasRelatedWork W11253300 @default.
- W2065196471 hasRelatedWork W1689771227 @default.
- W2065196471 hasRelatedWork W1705375050 @default.
- W2065196471 hasRelatedWork W1947733008 @default.
- W2065196471 hasRelatedWork W2163412791 @default.
- W2065196471 hasRelatedWork W2220379915 @default.
- W2065196471 hasRelatedWork W2629549566 @default.
- W2065196471 hasRelatedWork W2980537480 @default.
- W2065196471 hasRelatedWork W2981775058 @default.
- W2065196471 hasRelatedWork W3125041422 @default.
- W2065196471 hasRelatedWork W3144640053 @default.
- W2065196471 hasRelatedWork W3161631297 @default.
- W2065196471 hasRelatedWork W3198451249 @default.
- W2065196471 hasRelatedWork W78857689 @default.
- W2065196471 hasRelatedWork W971296417 @default.
- W2065196471 hasRelatedWork W171032203 @default.
- W2065196471 hasRelatedWork W2899061812 @default.
- W2065196471 hasVolume "51" @default.
- W2065196471 isParatext "false" @default.
- W2065196471 isRetracted "false" @default.
- W2065196471 magId "2065196471" @default.
- W2065196471 workType "article" @default.