Consumers' inferences about quality across diverse service providers
✍ Scribed by Anja Reimer; Valerie Folkes
- Book ID
- 102493279
- Publisher
- John Wiley and Sons
- Year
- 2009
- Tongue
- English
- Weight
- 81 KB
- Volume
- 26
- Category
- Article
- ISSN
- 0742-6046
No coin nor oath required. For personal study only.
✦ Synopsis
Abstract
When consumers encounter different services as part of the same service experience they may use information about one group of service providers to draw inferences about the quality they expect to receive from another group of service providers. This research identifies the conditions under which information about the quality of one type of service (e.g., a hotel's front desk) influences quality perceptions of another type of service (e.g., a hotel's tour services). Results show that consumers' beliefs about managerial control influence generalizations across service providers. Also, consumers infer managerial control from the spatial proximity between the premises of the service providers. © 2009 Wiley Periodicals, Inc.