A study on the cognitive and affective components of service quality
Total Quality ManagementPublished 1 March 2002
Hung-Chang Chiu
Citations56
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Abstract
Service quality was defined as a form of attitude. From this definition, it is worth exploring the roles of the cognitive and affective components in service quality. This paper attempts to discuss the impacts of the cognitive and affective components of service quality upon customer behavior intentions under different service categories and customer genders. Propositions and future research about this study were then discussed.
Keywords
Business, Management and Accounting
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