create a website

Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries. (2021). Hsu, Tsuen-Ho ; Her, Sen-Tien ; Hou, Jia-Jeng.
In: Mathematics.
RePEc:gam:jmathe:v:9:y:2021:i:20:p:2608-:d:657831.

Full description at Econpapers || Download paper

Cited: 0

Citations received by this document

Cites: 124

References cited by this document

Cocites: 23

Documents which have cited the same bibliography

Coauthors: 0

Authors who have wrote about the same topic

Citations

Citations received by this document

    This document has not been cited yet.

References

References cited by this document

  1. Abdullah, F. Measuring service quality in higher education: HEdPERF versus SERVPERF. Mark. Intell. Plan. 2006, 24, 1. [CrossRef]
    Paper not yet in RePEc: Add citation now
  2. Agrawal, V.; Seth, N.; Dixit, J.K. A Combined AHP–TOPSIS–DEMATEL Approach for Evaluating Success Factors of E-Service Quality: An Experience from Indian Banking Industry. Electron. Commer. Res. 2020, 1–33. [CrossRef]
    Paper not yet in RePEc: Add citation now

  3. Ahmed, R.R.; Vveinhardt, J.; Štreimikienė, D.; Ashraf, M.; Channar, Z.A. Modified SERVQUAL model and effects of customer attitude and technology on customer satisfaction in banking industry: Mediation, moderation and conditional process analysis. J. Bus. Econ. Manag. 2017, 18, 974–1004. [CrossRef]

  4. Akdag, H.; Kalaycı, T.; Karagöz, S.; Zülfikar, H.; Giz, D. The evaluation of hospital service quality by fuzzy MCDM. Appl. Soft Comput. 2014, 23, 239–248. [CrossRef]
    Paper not yet in RePEc: Add citation now
  5. Ali, M.; Raza, S.A. Service quality perception and customer satisfaction in Islamic banks of Pakistan: The modified SERVQUAL model. Total Qual. Manag. Bus. Excell. 2017, 28, 559–577. [CrossRef]
    Paper not yet in RePEc: Add citation now

  6. Amenta, P.; Lucadamo, A.; D’Ambra, A. Restricted Common Component and Specific Weight Analysis: A Constrained Explorative Approach for the Customer Satisfaction Evaluation. Soc. Indic. Res. 2021, 156, 409–427. [CrossRef]

  7. Asiamah, N.; Opuni, F.F.; Aggrey, M.; Adu-Gyamfi, K. ADAPTED SERVQUAL: A Health Service Quality Scale Incorporating Indicators of Sanitation and Hygiene. Qual. Manag. Health Care 2021, 30, 184–193. [CrossRef]
    Paper not yet in RePEc: Add citation now
  8. Büyüközkan, G.; Havle, C.A.; Feyzioğlu, O.; Göçer, F. A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality. J. Intell. Fuzzy Syst. 2020, 38, 859–872. [CrossRef]
    Paper not yet in RePEc: Add citation now
  9. Bandyopadhyay, N. Classification of service quality attributes using Kano’s model: A study in the context of the Indian banking sector. Int. J. Bank Mark. 2015, 33, 457–470. [CrossRef]
    Paper not yet in RePEc: Add citation now
  10. Behdioğlu, S.; Acar, E.; Burhan, H.A. Evaluating service quality by fuzzy SERVQUAL: A case study in a physiotherapy and rehabilitation hospital. Total. Qual. Manag. Bus. Excell. 2019, 30, 301–319. [CrossRef]
    Paper not yet in RePEc: Add citation now

  11. Belanche, D.; Casalo, L.V.; Flavian, C.; Perez-Rueda, A. The role of customers in the gig economy: How perceptions of working conditions and service quality influence the use and recommendation of food delivery services. Serv. Bus. 2021, 15, 45–75. [CrossRef]

  12. Boakye, K.G.; Natesan, P.; Prybutok, V.R. A correlated uniqueness model of service quality measurement among users of cloud-based service platforms. J. Retail. Consum. Serv. 2020, 55, 102098. [CrossRef]

  13. Bostanci, B.; Erdem, N. Investigating the satisfaction of citizens in municipality services using fuzzy modelling. Socio-Econ. Plan. Sci. 2020, 69, 100754. [CrossRef]

  14. Brady, M.K.; Cronin, J.J., Jr. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. J. Mark. 2001, 65, 34–49. [CrossRef]
    Paper not yet in RePEc: Add citation now
  15. Burns, M.J. Value in Exchange: The Consumer Perspective. Ph.D. Thesis, The University of Tennessee, Knoxville, TN, USA, 1994.
    Paper not yet in RePEc: Add citation now
  16. Buyukozkan, G.; Havle, C.A.; Feyzioglu, O. A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP. J. Air Transp. Manag. 2020, 86, 101817. [CrossRef]
    Paper not yet in RePEc: Add citation now
  17. Caber, M.; Albayrak, T.; Crawford, D. Perceived value and its impact on travel outcomes in youth tourism. J. Outdoor Recreat. Tour. -Res. Plan. Manag. 2020, 31, 100327. [CrossRef]
    Paper not yet in RePEc: Add citation now
  18. Calabrese, A.; Scoglio, F. Reframing the past: A new approach in service quality assessment. Total. Qual. Manag. Bus. Excell. 2012, 23, 1329–1343. [CrossRef]
    Paper not yet in RePEc: Add citation now
  19. Carman, J.M. Consumer perceptions of service quality: An assessment of T. J. Retail. 1990, 66, 33.
    Paper not yet in RePEc: Add citation now
  20. Chen, J.K. An integrated fuzzy MICMAC with a revised IPA approach to explore service quality improvement. Total Qual. Manag. Bus. Excell. 2020, 31, 1487–1505. [CrossRef]
    Paper not yet in RePEc: Add citation now
  21. Chen, X.; Li, Z.; Fan, Z.-P.; Zhou, X.; Zhang, X. Matching demanders and suppliers in knowledge service: A method based on fuzzy axiomatic design. Inf. Sci. 2016, 346, 130–145. [CrossRef]
    Paper not yet in RePEc: Add citation now

  22. Chiang, A.H.; Trimi, S. Impacts of service robots on service quality. Serv. Bus. 2020, 14, 439–459. [CrossRef]

  23. Cid-López, A.; Hornos, M.J.; Herrera-Viedma, E. SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective. Appl. Soft Comput. 2015, 37, 897–910. [CrossRef]
    Paper not yet in RePEc: Add citation now
  24. Cronin, J.J., Jr.; Taylor, S.A. Measuring service quality: A reexamination and extension. J. Mark. 1992, 56, 55–68. [CrossRef] Mathematics 2021, 9, 2608 29 of 32
    Paper not yet in RePEc: Add citation now
  25. Cronin, J.J., Jr.; Taylor, S.A. SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. J. Mark. 1994, 58, 125–131. [CrossRef]
    Paper not yet in RePEc: Add citation now
  26. Dalkey, N.C. The Delphi Method: An Experimental Study of Group Opinion; Rand Corp: Santa Monica, CA, USA, 1969.
    Paper not yet in RePEc: Add citation now
  27. Dev, C.S.; Schultz, D.E. A customer-focused approach can bring the current marketing mix into the 21 st century. Mark. Manag. 2005, 14, 18–24.
    Paper not yet in RePEc: Add citation now
  28. Devesh, S. Service quality dimensions and customer satisfaction: Empirical evidence from retail banking sector in Oman. Total Qual. Manag. Bus. Excell. 2019, 30, 1616–1629.
    Paper not yet in RePEc: Add citation now
  29. Flint, D.J.; Woodruff, R.B.; Gardial, S.F. Exploring the phenomenon of customers’ desired value change in a business-tobusiness context. J. Mark. 2002, 66, 102–117. [CrossRef]
    Paper not yet in RePEc: Add citation now
  30. Gallarza, M.G.; Saura, I.G. Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tour. Manag. 2006, 27, 437–452. [CrossRef]
    Paper not yet in RePEc: Add citation now

  31. Gerhard, M.; CHRIST0, B.; Deon, N. The dimensions of service quality: The original European perspective revisited. Serv. Ind. J. 1997, 17, 173–189. [CrossRef]

  32. Goncalves, H.M.; Lourenco, T.F.; Silva, G.M. Green buying behavior and the theory of consumption values: A fuzzy-set approach. J. Bus. Res. 2016, 69, 1484–1491. [CrossRef]

  33. Gounaris, S. An alternative measure for assessing perceived quality of software house services. Serv. Ind. J. 2005, 25, 803–823. [CrossRef]

  34. Guo, X.X.; Ji, J.; Khan, F.; Ding, L.; Tong, Q. A novel fuzzy dynamic Bayesian network for dynamic risk assessment and uncertainty propagation quantification in uncertainty environment. Saf. Sci. 2021, 141, 105285. [CrossRef]
    Paper not yet in RePEc: Add citation now
  35. Han, Y.; Xie, G. Determinants of customer perceived online shopping logistics service quality value: An empirical study from China. Int. J. Logist. Res. Appl. 2019, 22, 614–637. [CrossRef]
    Paper not yet in RePEc: Add citation now
  36. Hanna, J.G. A typology of consumer needs. Res. Mark. 1980, 3, 83–104.
    Paper not yet in RePEc: Add citation now

  37. He, K.; Zhang, J.; Wang, A.; Chang, H. Rural households’ perceived value of energy utilization of crop residues: A case study from China. Renew. Energy 2020, 155, 286–295. [CrossRef]

  38. Herrera-Viedma, E.; Herrera, F.; Chiclana, F.; Luque, M. Some issues on consistency of fuzzy preference relations. Eur. J. Oper. Res. 2004, 154, 98–109. [CrossRef]

  39. Hirschman, E.C.; Holbrook, M.B. Hedonic consumption: Emerging concepts, methods and propositions. J. Mark. 1982, 46, 92–101. [CrossRef]
    Paper not yet in RePEc: Add citation now
  40. Holsti, O.R. Content Analysis for the Social Sciences and Humanities; Addison-Wesley Pub. Co.: Boston, MA, USA, 1969; pp. 1–235.
    Paper not yet in RePEc: Add citation now

  41. Hong, S.-J.; Choi, D.; Chae, J. Exploring different airport users’ service quality satisfaction between service providers and air travelers. J. Retail. Consum. Serv. 2020, 52, 101917. [CrossRef]

  42. Hsu, T.-H.; Chen, C.-H.; Yang, Y.-W. A Decision Analysis Model for the Brand Experience of Branded Apps Using Consistency Fuzzy Linguistic Preference Relations. Symmetry 2021, 13, 1151. [CrossRef]
    Paper not yet in RePEc: Add citation now
  43. Hsu, T.-H.; Tang, J.-W. Applying fuzzy LinPreRa cognitive map to evaluate strategic alliance partnerships for outlying island duty-free shop. Asia Pac. J. Mark. Logist. 2019, 31, 730–758. [CrossRef]
    Paper not yet in RePEc: Add citation now

  44. Huang, S.L.; Kuo, M.Y. Critical success factors in the sharing economy: A customer perspective. Serv. Bus. 2020, 14, 553–576. [CrossRef]

  45. Jebarajakirthy, C.; Das, M.; Maggioni, I.; Sands, S.; Dharmesti, M.; Ferraro, C. Understanding on-the-go consumption: A retail mix perspective. J. Retail. Consum. Serv. 2021, 58, 102327. [CrossRef]

  46. Jo, W.; Lee, C.; Reisinger, Y. Behavioral intentions of international visitors to the Korean hanok guest houses: Quality, value and satisfaction. Ann. Tour. Res. 2014, 47, 83–86. [CrossRef]
    Paper not yet in RePEc: Add citation now

  47. Kahraman, C.; Cebeci, U.; Ruan, D. Multi-attribute comparison of catering service companies using fuzzy AHP: The case of Turkey. Int. J. Prod. Econ. 2004, 87, 171–184. [CrossRef]

  48. Kahraman, C.; Ruan, D.; Doǧan, I. Fuzzy group decision-making for facility location selection. Inf. Sci. 2003, 157, 135–153. [CrossRef]
    Paper not yet in RePEc: Add citation now
  49. Karjaluoto, H.; Glavee-Geo, R.; Ramdhony, D.; Shaikh, A.A.; Hurpaul, A. Consumption values and mobile banking services: Understanding the urban–rural dichotomy in a developing economy. Int. J. Bank Mark. 2021, 39, 2. [CrossRef]
    Paper not yet in RePEc: Add citation now
  50. Katona, G. Rational behavior and economic behavior. Psychol. Rev. 1953, 60, 307. [CrossRef]
    Paper not yet in RePEc: Add citation now
  51. Katz, D. The functional approach to the study of attitudes. Public Opin. Q. 1960, 24, 163–204. [CrossRef]
    Paper not yet in RePEc: Add citation now
  52. Kaur, P.; Dhir, A.; Talwar, S.; Ghuman, K. The value proposition of food delivery apps from the perspective of theory of consumption value. Int. J. Contemp. Hosp. Manag. 2021, 33, 1129–1159. [CrossRef]
    Paper not yet in RePEc: Add citation now
  53. Kesharwani, A.; Mani, V.; Gaur, J.; Wamba, S.F.; Kamble, S.S. Service Quality Measurement in Information Systems: An Expectation and Desire Disconfirmation Approach. J. Glob. Inf. Manag. 2021, 29, 19. [CrossRef]
    Paper not yet in RePEc: Add citation now
  54. Kettinger, W.J.; Lee, C.C. Zones of tolerance: Alternative scales for measuring information systems service quality. Mis Q. 2005, 29, 607–623. [CrossRef]
    Paper not yet in RePEc: Add citation now
  55. Khan, M. ECOSERV: Ecotourists’ quality expectations. Ann. Tour. Res. 2003, 30, 109–124. [CrossRef]
    Paper not yet in RePEc: Add citation now
  56. Kim, H.; Jan, I.U. Consumption value factors as determinants of use intention and behavior of car-sharing services in the Republic of Korea. Innov. Eur. J. Soc. Sci. Res. 2021, 1–19. [CrossRef]
    Paper not yet in RePEc: Add citation now
  57. Kotler, P. Marketing management: Analysis. Plan. Implement. Control 1997, 9, 1–798.
    Paper not yet in RePEc: Add citation now
  58. Lang, B.; Conroy, D.M. Are trust and consumption values important for buyers of organic food? A comparison of regular buyers, occasional buyers, and non-buyers. Appetite 2021, 161, 105123.
    Paper not yet in RePEc: Add citation now
  59. Laroche, M.; Kalamas, M.; Cheikhrouhou, S.; Cezard, A. An assessment of the dimensionality of should and will service expectations. Can. J. Adm. Sci./Rev. Can. Sci. Adm. 2004, 21, 361–375. [CrossRef]
    Paper not yet in RePEc: Add citation now
  60. Law, R.; Sun, S.; Chan, I.C.C. Hotel technology: A perspective article. Tour. Rev. 2019, 75, 1. [CrossRef]
    Paper not yet in RePEc: Add citation now
  61. Lee, G.-G.; Lin, H.-F. Customer perceptions of e-service quality in online shopping. Int. J. Retail Distrib. Manag. 2005, 33, 161–176. [CrossRef]
    Paper not yet in RePEc: Add citation now

  62. Li, L.X. Relationships between determinants of hospital quality management and service quality performance—A path analytic model. Omega 1997, 25, 535–545. [CrossRef]

  63. Liu, C.-H.S.; Lee, T. Service quality and price perception of service: Influence on word-of-mouth and revisit intention. J. Air Transp. Manag. 2016, 52, 42–54. [CrossRef]

  64. Lovelock, C.; Wirtz, J. Service Marketing“People, Technology, Strategy; Pearson Education: Upper Saddle River, NJ, USA, 2011.
    Paper not yet in RePEc: Add citation now
  65. MacInnis, D.J. A framework for conceptual contributions in marketing. J. Mark. 2011, 75, 136–154. [CrossRef]
    Paper not yet in RePEc: Add citation now

  66. Malhotra, N.; Mavondo, F.; Mukherjee, A.; Hooley, G. Service quality of frontline employees: A profile deviation analysis. J. Bus. Res. 2013, 66, 1338–1344. [CrossRef]

  67. Maria Stock, R.; Jong, A.d.; Zacharias, N.A. Frontline employees’ innovative service behavior as key to customer loyalty: Insights into FLEs’ resource gain spiral. J. Prod. Innov. Manag. 2017, 34, 223–245. [CrossRef]
    Paper not yet in RePEc: Add citation now
  68. Martin, J.C.; Saayman, M.; du Plessis, E. Determining satisfaction of international tourist: A different approach. J. Hosp. Tour. Manag. 2019, 40, 1–10. [CrossRef]
    Paper not yet in RePEc: Add citation now
  69. Maslow, A.H. A theory of human motivation. Psychol. Rev. 1943, 50, 370. [CrossRef]
    Paper not yet in RePEc: Add citation now
  70. Maslow, A.H. The instinctoid nature of basic needs. J. Personal. 1954, 22, 326–347. [CrossRef] [PubMed]
    Paper not yet in RePEc: Add citation now
  71. McCollin, C.; Ograjensek, I.; Gob, R.; Ahlemeyer-Stubbe, A. SERVQUAL and the Process Improvement Challenge. Qual. Reliab. Eng. Int. 2011, 27, 705–718. [CrossRef] Mathematics 2021, 9, 2608 30 of 32
    Paper not yet in RePEc: Add citation now

  72. Melian-Alzola, L.; Martin-Santana, J.D. Service quality in blood donation: Satisfaction, trust and loyalty. Serv. Bus. 2020, 14, 101–129. [CrossRef]

  73. Mirzaei, A.; Carter, S.R.; Chen, J.Y.; Rittsteuer, C.; Schneider, C.R. Development of a questionnaire to measure consumers’ perceptions of service quality in community pharmacies. Res. Soc. Adm. Pharm. 2019, 15, 346–357. [CrossRef] [PubMed]
    Paper not yet in RePEc: Add citation now
  74. Mishra, A.R.; Rani, P.; Pardasani, K.R.; Mardani, A.; Stević, Ž.; Pamučar, D. A novel entropy and divergence measures with multi-criteria service quality assessment using interval-valued intuitionistic fuzzy TODIM method. Soft Comput. 2020, 24, 11641–11661. [CrossRef]
    Paper not yet in RePEc: Add citation now
  75. Murry, J.W., Jr.; Hammons, J.O. Delphi: A versatile methodology for conducting qualitative research. Rev. High. Educ. 1995, 18, 423–436. [CrossRef]
    Paper not yet in RePEc: Add citation now
  76. Natesan, P.; Aerts, X. Can library users distinguish between minimum, perceived, and desired levels of service quality? Validating LibQUAL plus (R) using multitrait multimethod analysis. Libr. Inf. Sci. Res. 2016, 38, 30–38. [CrossRef]
    Paper not yet in RePEc: Add citation now
  77. Nel, D.; Boshoff, C.; Mels, G. An empirical assessment of the extended service quality model. S. Afr. J. Bus. Manag. 1997, 28, 42–52. [CrossRef]
    Paper not yet in RePEc: Add citation now

  78. Nojavan, M.; Heidari, A.; Mohammaditabar, D. A fuzzy service quality based approach for performance evaluation of educational units. Socio-Econ. Plan. Sci. 2021, 73, 100816. [CrossRef]

  79. Noori, A.; Bonakdari, H.; Salimi, A.H.; Gharabaghi, B. A group Multi-Criteria Decision-Making method for water supply choice optimization. Socio-Econ. Plan. Sci. 2021, 77, 101006. [CrossRef]

  80. Ocampo, L.; Alinsub, J.; Casul, R.A.; Enquig, G.; Luar, M.; Panuncillon, N.; Bongo, M.; Ocampo, C.O. Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies. Socio-Econ. Plan. Sci. 2019, 68, 100604. [CrossRef]

  81. Omar, S.; Mohsen, K.; Tsimonis, G.; Oozeerally, A.; Hsu, J.H. M-commerce: The nexus between mobile shopping service quality and loyalty. J. Retail. Consum. Serv. 2021, 60, 102468. [CrossRef]

  82. Pamucar, D.; Yazdani, M.; Montero-Simo, M.J.; Araque-Padilla, R.A.; Mohammed, A. Multi-criteria decision analysis towards robust service quality measurement. Expert Syst. Appl. 2021, 170, 114508. [CrossRef]
    Paper not yet in RePEc: Add citation now

  83. Pandey, M.M. Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method. J. Air Transp. Manag. 2016, 57, 241–249. [CrossRef]

  84. Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. A conceptual model of service quality and its implications for future research. J. Mark. 1985, 49, 41–50. [CrossRef]
    Paper not yet in RePEc: Add citation now
  85. Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. Servqual: A multiple-item scale for measuring consumer perc. J. Retail. 1988, 64, 12.
    Paper not yet in RePEc: Add citation now
  86. Parasuraman, A.; Zeithaml, V.A.; Malhotra, A. ES-QUAL: A multiple-item scale for assessing electronic service quality. J. Serv. Res. 2005, 7, 213–233. [CrossRef]
    Paper not yet in RePEc: Add citation now
  87. Peronard, J.-P.; Ballantyne, A.G. Broadening the understanding of the role of consumer services in the circular economy: Toward a conceptualization of value creation processes. J. Clean. Prod. 2019, 239, 118010. [CrossRef]
    Paper not yet in RePEc: Add citation now
  88. Petrick, J.F. Development of a multi-dimensional scale for measuring the perceived value of a service. J. Leis. Res. 2002, 34, 119–134. [CrossRef] Mathematics 2021, 9, 2608 32 of 32
    Paper not yet in RePEc: Add citation now
  89. Petrick, J.F. The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. J. Travel Res. 2004, 42, 397–407. [CrossRef]
    Paper not yet in RePEc: Add citation now
  90. Prakash, C.; Barua, M. A robust multi-criteria decision-making framework for evaluation of the airport service quality enablers for ranking the airports. J. Qual. Assur. Hosp. Tour. 2016, 17, 351–370.
    Paper not yet in RePEc: Add citation now
  91. Prentkovskis, O.; Erceg, Ž.; Stević, Ž.; Tanackov, I.; Vasiljević, M.; Gavranović, M. A new methodology for improving service quality measurement: Delphi-FUCOM-SERVQUAL model. Symmetry 2018, 10, 757. [CrossRef]
    Paper not yet in RePEc: Add citation now
  92. Qasim, H.; Yan, L.; Guo, R.; Saeed, A.; Ashraf, B.N. The defining role of environmental self-identity among consumption values and behavioral intention to consume organic food. Int. J. Environ. Res. Public Health 2019, 16, 1106. [CrossRef]
    Paper not yet in RePEc: Add citation now
  93. Razzaq, O.A.; Fahad, M.; Khan, N.A. Different variants of pandemic and prevention strategies: A prioritizing framework in fuzzy environment. Results Phys. 2021, 28, 104564. [CrossRef]
    Paper not yet in RePEc: Add citation now
  94. Robledo, M.A. Measuring and managing service quality: Integrating customer expectations. Manag. Serv. Qual. Int. J. 2001, 11, 1. [CrossRef]
    Paper not yet in RePEc: Add citation now

  95. Rodriguez, P.G.; Villarreal, R.; Valino, P.C.; Blozis, S. A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain. J. Retail. Consum. Serv. 2020, 57, 102201. [CrossRef]

  96. Schvaneveldt, S.J.; Enkawa, T.; Miyakawa, M. Consumer evaluation perspectives of service quality: Evaluation factors and two-way model of quality. Total Qual. Manag. 1991, 2, 149–162. [CrossRef]
    Paper not yet in RePEc: Add citation now

  97. Seo, K.; Moon, J.; Lee, S. Synergy of corporate social responsibility and service quality for airlines: The moderating role of carrier type. J. Air Transp. Manag. 2015, 47, 126–134. [CrossRef] Mathematics 2021, 9, 2608 31 of 32

  98. Shang, M.; Li, H.; Lee, C.; Shin, Y. To strengthen the relationship and the long term trading orientation between the relationship quality and the B-SERVQUAL: Focus on the logistics intelligent equipment manufacturing industry. J. Ambient Intell. Humaniz. Comput. 2020, 11, 635–646. [CrossRef]
    Paper not yet in RePEc: Add citation now

  99. Sheth, J.N.; Newman, B.I.; Gross, B.L. Why we buy what we buy: A theory of consumption values. J. Bus. Res. 1991, 22, 159–170. [CrossRef]

  100. Stevic, Z.; Dalic, I.; Pamucar, D.; Nunic, Z.; Veskovic, S.; Vasiljevic, M.; Tanackov, I. A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL. Scientometrics 2019, 119, 1–30. [CrossRef]

  101. Stevic, Z.; Tanackov, I.; Puska, A.; Jovanov, G.; Vasiljevic, J.; Lojanicic, D. Development of Modified SERVQUAL-MCDM Model for Quality Determination in Reverse Logistics. Sustainability 2021, 13, 5734. [CrossRef]

  102. Subramanian, N.; Gunasekaran, A.; Gao, Y. Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: An empirical study. Int. J. Prod. Econ. 2016, 171, 201–210. [CrossRef]

  103. Sureshchandar, G.S.; Rajendran, C.; Kamalanabhan, T.J. Customer perceptions of service quality: A critique. Total Qual. Manag. 2001, 12, 111–124. [CrossRef]
    Paper not yet in RePEc: Add citation now
  104. Sweeney, J.C.; Soutar, G.N. Consumer perceived value: The development of a multiple item scale. J. Retail. 2001, 77, 203–220. [CrossRef]
    Paper not yet in RePEc: Add citation now

  105. Tang, J.W.; Hsu, T.H. Utilizing the Hierarchy Structural Fuzzy Analytical Network Process Model to Evaluate Critical Elements of Marketing Strategic Alliance Development in Mobile Telecommunication Industry. Group Decis. Negot. 2018, 27, 251–284. [CrossRef]

  106. Tolga, E.; Demircan, M.L.; Kahraman, C. Operating system selection using fuzzy replacement analysis and analytic hierarchy process. Int. J. Prod. Econ. 2005, 97, 89–117. [CrossRef]

  107. VanDyke, T.P.; Kappelman, L.A.; Prybutok, V.R. Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. Mis Q. 1997, 21, 195–208. [CrossRef]
    Paper not yet in RePEc: Add citation now
  108. von Janda, S.; Shainesh, G.; Hillebrand, C.M. Studying Heterogeneity in the Subsistence Consumer Market: A Context-Sensitive Approach. J. Int. Mark. 2021, 29, 39–56. [CrossRef]
    Paper not yet in RePEc: Add citation now
  109. Wang, R.T.; Li, X.M.; Li, C.T. Optimal selection of sustainable battery supplier for battery swapping station based on Triangular fuzzy entropy-MULTIMOORA method. J. Energy Storage 2021, 34, 102013. [CrossRef]
    Paper not yet in RePEc: Add citation now
  110. Wang, S.; Wang, J.; Wang, Y.; Yan, J.; Li, J. Environmental knowledge and consumers’ intentions to visit green hotels: The mediating role of consumption values. J. Travel Tour. Mark. 2018, 35, 1261–1271. [CrossRef]
    Paper not yet in RePEc: Add citation now
  111. Wang, T.-C.; Chen, Y.-H. Applying fuzzy linguistic preference relations to the improvement of consistency of fuzzy AHP. Inf. Sci. 2008, 178, 3755–3765. [CrossRef]
    Paper not yet in RePEc: Add citation now
  112. Wang, X.D.; Zhang, C.B.; Wang, C.; Zhu, Y.D.; Cui, Y.H. Probabilistic-fuzzy risk assessment and source analysis of heavy metals in soil considering uncertainty: A case study of Jinling Reservoir in China. Ecotoxicol. Environ. Saf. 2021, 222, 112537. [CrossRef] [PubMed]
    Paper not yet in RePEc: Add citation now
  113. Wong, K.H.; Chang, H.H.; Yeh, C.H. The effects of consumption values and relational benefits on smartphone brand switching behavior. Inf. Technol. People 2019, 32, 217–243. [CrossRef]
    Paper not yet in RePEc: Add citation now
  114. Wu, B.; Yang, W. What do Chinese consumers want? A value framework for luxury hotels in China. Int. J. Contemp. Hosp. Manag. 2018, 30, 2037–2055. [CrossRef]
    Paper not yet in RePEc: Add citation now
  115. Wu, H.; Deng, Z.; Wang, B.; Wu, T. Online service qualities in the multistage process and patients’ compliments: A transaction cycle perspective. Inf. Manag. 2020, 57, 103230. [CrossRef]
    Paper not yet in RePEc: Add citation now
  116. Yang, H.-L.; Lin, R.-X. Determinants of the intention to continue use of SoLoMo services: Consumption values and the moderating effects of overloads. Comput. Hum. Behav. 2017, 73, 583–595. [CrossRef]
    Paper not yet in RePEc: Add citation now
  117. Ye, Q.; Li, H.; Wang, Z.; Law, R. The influence of hotel price on perceived service quality and value in e-tourism: An empirical investigation based on online traveler reviews. J. Hosp. Tour. Res. 2014, 38, 23–39. [CrossRef]
    Paper not yet in RePEc: Add citation now
  118. Yoon, S.H.; Kim, H.W.; Kankanhalli, A. What makes people watch online TV clips? An empirical investigation of survey data and viewing logs. Int. J. Inf. Manag. 2021, 59, 102329. [CrossRef]
    Paper not yet in RePEc: Add citation now
  119. Zadeh, L.A. Fuzzy sets. Inf. Control 1965, 8, 338–353. [CrossRef]
    Paper not yet in RePEc: Add citation now
  120. Zadeh, L.A. The concept of a linguistic variable and its application to approximate reasoning—I. Inf. Sci. 1975, 8, 199–249. [CrossRef]
    Paper not yet in RePEc: Add citation now
  121. Zeithaml, V.A. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. J. Mark. 1988, 52, 2–22. [CrossRef]
    Paper not yet in RePEc: Add citation now
  122. Zeithaml, V.A. Service excellence in electronic channels. Manag. Serv. Qual. Int. J. 2002, 12, 135–139. [CrossRef]
    Paper not yet in RePEc: Add citation now
  123. Zeithaml, V.A.; Berry, L.L.; Parasuraman, A. The behavioral consequences of service quality. J. Mark. 1996, 60, 31–46. [CrossRef]
    Paper not yet in RePEc: Add citation now

  124. Zhang, F.; Ju, Y.B.; Gonzalez, E.; Wang, A.H.; Dong, P.W.; Giannakis, M. Evaluation of construction and demolition waste utilization schemes under uncertain environment: A fuzzy heterogeneous multi-criteria decision-making approach. J. Clean. Prod. 2021, 313, 127907. [CrossRef]

Cocites

Documents in RePEc which have cited the same bibliography

  1. Identifying and testing drivers of consumers’ attitude towards last-mile delivery modes. (2025). Schweizer, Samuel ; Klink, Benjamin Dominique.
    In: Electronic Commerce Research.
    RePEc:spr:elcore:v:25:y:2025:i:3:d:10.1007_s10660-024-09834-5.

    Full description at Econpapers || Download paper

  2. The importance of quality in a complex behavioral model dependent on the analytical: an example of adopting eco-friendly cars among young consumers in the United States. (2024). Wang, Yuchen ; Gulzari, Adeela ; Xu, LU ; Prybutok, Victor.
    In: Quality & Quantity: International Journal of Methodology.
    RePEc:spr:qualqt:v:58:y:2024:i:6:d:10.1007_s11135-024-01916-8.

    Full description at Econpapers || Download paper

  3. The Short- and Long-Term Impacts of COVID-19 Pandemic on the Sharing Economy: Distinguishing Between “Symptomatic” and “Asymptomatic” Platforms. (2024). Roma, Paolo ; Nuttah, Muntaser Mohamed ; Perrone, Giovanni ; lo Nigro, Giovanna.
    In: Journal of the Knowledge Economy.
    RePEc:spr:jknowl:v:15:y:2024:i:2:d:10.1007_s13132-023-01449-9.

    Full description at Econpapers || Download paper

  4. Quantifying consumers€™ cost-value trade-offs on on-demand food delivery services: Value-of-time framework and partitioned pricing. (2024). Wong, Yiik Diew ; Sun, Shanshan ; Teo, Chee-Chong ; Ma, Bohao.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924003230.

    Full description at Econpapers || Download paper

  5. User perceptions and continuance intentions: An in-depth analysis of perceived values in amateur-hosted sharing accommodations. (2024). Ma, Yongpeng ; Mahmood, Rosli ; Zhang, Leyi.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:77:y:2024:i:c:s0969698923004265.

    Full description at Econpapers || Download paper

  6. Enhance understandings of Online Food Deliverys service quality with online reviews. (2024). Wang, Ziyan ; Wong, Yiik Diew ; Teo, Chee-Chong ; Ma, Bohao.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003399.

    Full description at Econpapers || Download paper

  7. The impact of technology service quality on Bangladeshi banking consumers satisfaction during the pandemic situation: Green development and innovation perspective in banking service. (2024). Khaled, S M ; Pervin, Most Tahura ; Uddin, Md Zahir ; Khan, Md Rahat.
    In: Innovation and Green Development.
    RePEc:eee:ingrde:v:3:y:2024:i:2:s2949753123000887.

    Full description at Econpapers || Download paper

  8. Demand management for attended home delivery—A literature review. (2023). Agatz, Niels ; Fleischmann, Moritz ; Wassmuth, Katrin ; Kohler, Charlotte.
    In: European Journal of Operational Research.
    RePEc:eee:ejores:v:311:y:2023:i:3:p:801-815.

    Full description at Econpapers || Download paper

  9. Gig Workers, Social Protection and Labour Market Inequality: Lessons from Malaysia. (2022). Uchiyama, Yosuke ; Furuoka, Fumitaka ; Nasrudin, MD.
    In: Jurnal Ekonomi Malaysia.
    RePEc:ukm:jlekon:v:56:y:2022:i:3:p:165-184.

    Full description at Econpapers || Download paper

  10. Analysis of spatial (in)equality of urban facilities in Tehran: an integration of spatial accessibility. (2022). Akbari, Nooshin Seraj ; Hussaini, Fatema ; Farhadi, Ebrahim ; Hosseini, Ali ; Pourahmad, Ahmad.
    In: Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development.
    RePEc:spr:endesu:v:24:y:2022:i:5:d:10.1007_s10668-021-01715-3.

    Full description at Econpapers || Download paper

  11. Evaluating the urban sustainable development strategies and common suited paths considering various stakeholders. (2022). Lin, Chia-Li.
    In: Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development.
    RePEc:spr:endesu:v:24:y:2022:i:12:d:10.1007_s10668-021-02021-8.

    Full description at Econpapers || Download paper

  12. Platform Service Supply Chain Network Equilibrium Model with Data Empowerment. (2022). Peng, Yongtao ; Veglianti, Eleonora ; Chen, Bohai.
    In: Sustainability.
    RePEc:gam:jsusta:v:14:y:2022:i:9:p:5419-:d:806510.

    Full description at Econpapers || Download paper

  13. Analysis of Citizen Satisfaction in Municipal Services. (2022). Vergara-Romero, Arnaldo ; Ochoa-Rico, Maria Salome ; Jimber-Del, Juan Antonio ; Romero-Subia, Jose Fernando.
    In: Economies.
    RePEc:gam:jecomi:v:10:y:2022:i:9:p:225-:d:914786.

    Full description at Econpapers || Download paper

  14. Gig economy delivery services versus professional service companies: Consumers’ perceptions of food-delivery services. (2022). Melian-Gonzalez, Santiago.
    In: Technology in Society.
    RePEc:eee:teinso:v:69:y:2022:i:c:s0160791x22001105.

    Full description at Econpapers || Download paper

  15. A socio-economic and environmental vulnerability assessment model with causal relationships in electric power supply chains. (2022). Botelho, Tiago ; Tavana, Madjid ; Chalvatzis, Konstantinos ; Vafadarnikjoo, Amin.
    In: Socio-Economic Planning Sciences.
    RePEc:eee:soceps:v:80:y:2022:i:c:s0038012121001488.

    Full description at Econpapers || Download paper

  16. Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling. (2021). Lakovic, Vojo.
    In: Quality & Quantity: International Journal of Methodology.
    RePEc:spr:qualqt:v:55:y:2021:i:2:d:10.1007_s11135-020-01026-1.

    Full description at Econpapers || Download paper

  17. Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries. (2021). Hsu, Tsuen-Ho ; Her, Sen-Tien ; Hou, Jia-Jeng.
    In: Mathematics.
    RePEc:gam:jmathe:v:9:y:2021:i:20:p:2608-:d:657831.

    Full description at Econpapers || Download paper

  18. The services field: A cornucopia filled with potential management topics. (2021). Walsh, Gianfranco ; Linzmajer, Marc.
    In: European Management Journal.
    RePEc:eee:eurman:v:39:y:2021:i:6:p:688-694.

    Full description at Econpapers || Download paper

  19. KANO model as a tool of effective customer satisfaction diagnostics of postal services. (2020). Corejova, Tatiana ; Rostasova, Maria ; Padourova, Anna.
    In: Entrepreneurship and Sustainability Issues.
    RePEc:ssi:jouesi:v:8:y:2020:i:2:p:811-828.

    Full description at Econpapers || Download paper

  20. Estimation of the Marketing Activity of Banking Structures. (2020). Кочесокова, Марьяна ; Sroka, Wodzimierz ; Shpak, Nestor ; Gvozd, Maryana ; Kulyniak, Ihor ; Malynovska, Yuliya.
    In: Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis.
    RePEc:mup:actaun:actaun_2020068010229.

    Full description at Econpapers || Download paper

  21. Foresight for Career Development. (2020). Kozlowska, Justyna ; Rollnik-Sadowska, Ewa ; Sacio-Szymanska, Anna ; Pajak, Anna ; Kononiuk, Anna ; Magruk, Andrzej ; Gudanowska, Alicja Ewa.
    In: Foresight and STI Governance (Foresight-Russia till No. 3/2015).
    RePEc:hig:fsight:v:14:y:2020:i:2:p:88-104.

    Full description at Econpapers || Download paper

  22. Social and Behavioral Theories and Physician’s Prescription Behavior. (2020). Ahmed, Rizwan Raheem ; Streimikis, Justas ; Abrham, Josef ; Vveinhardt, Jolita ; Streimikiene, Dalia.
    In: Sustainability.
    RePEc:gam:jsusta:v:12:y:2020:i:8:p:3379-:d:348472.

    Full description at Econpapers || Download paper

  23. Assessment of Entrepreneurial Traits and Small-Firm Performance with Entrepreneurial Orientation as a Mediating Factor. (2019). Parmar, Vishnu ; Imran, Tazeen ; Ahmed, Rizwan Raheem ; Soomro, Riaz Hussain ; Vveinhardt, Jolita ; Streimikiene, Dalia.
    In: Sustainability.
    RePEc:gam:jsusta:v:11:y:2019:i:19:p:5301-:d:270846.

    Full description at Econpapers || Download paper

Coauthors

Authors registered in RePEc who have wrote about the same topic

Report date: 2025-10-04 00:29:35 || Missing content? Let us know

CitEc is a RePEc service, providing citation data for Economics since 2001. Last updated August, 3 2024. Contact: Jose Manuel Barrueco.