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Ramanathan, R., Yun, D., & Ramanathan, U. (2016). Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant.
- Ramanathan, R., Yun, D., & Ramanathan, U. (2016). Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant. Benchmarking, 23(2), 469-486.
- Gregory, J. L. (2019). Applying SERVQUAL: Using service quality perceptions to improve student satisfaction and program image. Journal of Applied Research in Higher Education, 11(4), 788-799.
Answer the following questions:
- How is perception described by the authors in each study
- What is the meaning of Servqual?
- What is the justification for researching perception in each study? That is, what gaps in knowledge do the authors feel is lacking?
- How did Gregory (2019) and Ramanathan & Ramanathan (2016) apply the concept of SERVQUAL in their research?
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Economics
Authors: R. Glenn Hubbard, Anthony Patrick O Brien
7th edition
134738314, 9780134738116 , 978-0134738321
