Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
This article was published in the Journal of Retailing [© 1994 New York University] and the definite version is available at : http://doi.org/10.1016/0022-4359(94)90005-1 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/0022435994900051
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© 1994 New York University.
2016
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| Rochtain ar líne: | http://hdl.handle.net/10361/7120 http://doi.org/10.1016/0022-4359(94)90005-1 |
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10361-7120 |
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10361-71202016-12-06T06:27:42Z Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry Andaleeb, Syed Saad Basu, Amiya K. Automobile service industry This article was published in the Journal of Retailing [© 1994 New York University] and the definite version is available at : http://doi.org/10.1016/0022-4359(94)90005-1 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/0022435994900051 The relationship between a customer's assessment of the service quality of an automobile service/repair facility and five factors—(1) perceived fairness of the facility and its personnel, (2) empathy, (3) responsiveness, (4) reliability, and (5) convenience—was examined. Perceived fairness was found to be an important determinant of service quality evaluation and its importance depended on the complexity of the task involved and the customer's knowledge of automobile repairs. In particular, when the task was complex and the customer did not feel knowledgeable, perceived fairness was found to be significantly more important than any of the other four factors. Published 2016-12-06T06:26:25Z 2016-12-06T06:26:25Z 1994 Article Andaleeb, S. S., & Basu, A. K. (1994). Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry. Journal of Retailing, 70(4), 367-381. doi:10.1016/0022-4359(94)90005-1 00224359 http://hdl.handle.net/10361/7120 http://doi.org/10.1016/0022-4359(94)90005-1 en http://www.sciencedirect.com/science/article/pii/0022435994900051 © 1994 New York University. |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Automobile service industry |
| spellingShingle |
Automobile service industry Andaleeb, Syed Saad Basu, Amiya K. Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| description |
This article was published in the Journal of Retailing [© 1994 New York University] and the definite version is available at : http://doi.org/10.1016/0022-4359(94)90005-1 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/0022435994900051 |
| format |
Article |
| author |
Andaleeb, Syed Saad Basu, Amiya K. |
| author_facet |
Andaleeb, Syed Saad Basu, Amiya K. |
| author_sort |
Andaleeb, Syed Saad |
| title |
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| title_short |
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| title_full |
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| title_fullStr |
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| title_full_unstemmed |
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| title_sort |
technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry |
| publisher |
© 1994 New York University. |
| publishDate |
2016 |
| url |
http://hdl.handle.net/10361/7120 http://doi.org/10.1016/0022-4359(94)90005-1 |
| work_keys_str_mv |
AT andaleebsyedsaad technicalcomplexityandconsumerknowledgeasmoderatorsofservicequalityevaluationintheautomobileserviceindustry AT basuamiyak technicalcomplexityandconsumerknowledgeasmoderatorsofservicequalityevaluationintheautomobileserviceindustry |
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