...Martin O’Neill; Adrian Palmer Reports on a program of research to learn more about the effects of survey timing on customers’ perceptions of service quality. Argues that an individual’s perceptions of service quality may not be stable over time and that suppliers should be particularly interested...

... 2001 Service quality Perceptions The most important characteristic of services, and probably the only really unique one, is the fact that services are processes, not things. Other characteristics such as the fact that consumption and production are partly simultaneous activities...

... of services. Characterizes customer perception of the perceived value of a service and quality of service in multivariate space. This model yields a value vector that summarizes the perceived value of a service and service quality to a customer. The perceived value vector summarizes the aggregate effects...

...Martin A. O’Neill; Adrian J. Palmer; Rosalind Beggs Disconfirmation models of service quality have attracted a lot of discussion about how consumers’ expectations are formed, but relatively little about the nature of their perceptions of service performance. This paper seeks to redress the absence...