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  • Examining service experiences and post-consumption evaluations

    Author(s)
    Grace, D
    O'Cass, A
    Griffith University Author(s)
    Grace, Debra A.
    Year published
    2004
    Metadata
    Show full item record
    Abstract
    The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post-consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly ...
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    The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post-consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly effect feelings, satisfaction and brand attitudes.
    View less >
    Journal Title
    The Journal of Services Marketing
    Volume
    18
    Issue
    6
    Publisher URI
    http://www.emeraldinsight.com/0887-6045.htm
    DOI
    https://doi.org/10.1108/08876040410557230
    Subject
    Commercial services
    Marketing
    Tourism
    Publication URI
    http://hdl.handle.net/10072/5423
    Collection
    • Journal articles

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