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Citations since 2017
2 Research Items
One of the most common processes that consumers engage with service providers is for service request. This is the first process that the customers engage with service provider. Service quality evaluation at service request stage, for a multistage service process, may have a cascade impact on overall service quality. Now a day’s consumers have acces...
Purpose In the context of sequential multistage utilitarian service processes, the objective of this paper is to develop and validate propositions to study the impact of service quality (SQ) perceptions developed in intermediate stages along with the impact of service gestalt characteristics, such as peak and end experiences, on quality perception...
Structured Abstract Purpose: To develop a tool, ‘The Excellence Grid’, to categorize attributes on the basis of their ability to impact customer perception of ‘excellence’ in service compared to perception of ‘good’ service. In addition, provide a 3-D model for Excellence-Performance Analysis, which can aid managers in formalizing the strategies f...
The purpose of this research is to develop an integrative framework for identifying and prioritising process improvement opportunities in a multi-stage service operation with the objective of improving quality perception. The proposed framework identifies important perceptual elements in the process and links the abstract nature of service quality...
Investing in Financial services products pose a challenge for customers. While the complexity confuses them, the potential misselling by financial agents lowers confidence of investors further. While dominant literature attributes the misselling to ethical reasons, this paper attempts to raise the dimension of knowledge asymmetry among various stak...