...Chin‐eng Lin; Chen‐Su Fu A new integrated method based on the means‐end chain (MEC) analysis and factor analysis is proposed for developing intangible product‐mix strategies for convenience store (CVS) chains. With variables obtained from a survey on CVS service items, both analyses were used...

...John L. Triplett; Oliver H.M. Yau; Cathy Neal This paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to validate the SERVQUAL instrument as a way to track changes in the organisation's...

...Diana Best The study examines consumer expertise for services and its measurement. Specifically, measures of subjective expertise or confidence, experience or frequency of usage, and two measures of objective expertise are used for two services varying in degree of tangibility. As hypothesised...