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Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional... REFERENCESAaker, D. A. 1996. Measuring brand equity across products and markets. California Management Review 38 (3): 102-120.10.2307/41165845Anderson, J. C. and Gerbing, D. W. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 (3): 411–423.10.1037/0033-2909.103.3.411Anderson, J. C. and Gerbing, D. W. 1991. Predicting the performance of measures in a confirmatory factor analysis with a pretest assessment of their substantive validities. Journal of Applied Psychology 76 (5): 732–740.10.1037/0021-9010.76.5.732Andreassen, T. W. and Lindestad, B. 1998. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management 9 (1): 7-23.Angell, R. J., Heffernan, T. W. and Megicks, P. 2008. Service quality in postgraduate education. Quality Assurance in Education 16 (3): 236-254.Arokiasamy, A. R. A. and Abdullah, A. G. 2013. Service quality and customer satisfaction in the cellular telecommunication service provider in Malaysia. Researchers World 4 (2): 1.Arora, R. and Stoner, C. 1996. The effect of perceived service quality and name familiarity on the service selection decision. Journal of Services Marketing 10 (1): 22-34.10.1108/08876049610106699Babakus, E. and Boller, G. W. 1992. An empirical assessment of the SERVQUAL scale Journal of Business Research 24: 253-26810.1016/0148-2963(92)90022-4Babic-Hodovic, V. 2010. Marketing usluga: koncept, strategije i implementacija. (Marketing Strategy: Concept, Strategy and Implementation). Sarajevo: Ekonomski fakultet.Bagozzi, R. P. and Yi, Y. 2012. Specification, evaluation, and interpretation of structural equation models. Journal of the Academy of Marketing Science 40 (1): 8–34.10.1007/s11747-011-0278-xBan, J. and Ramsaran, R. R. 2017. An Exploratory Examination of Service Quality Attributes in the Ecotourism Industry. Journal of Travel & Tourism Marketing 34 (1): 132-148.10.1080/10548408.2016.1141155Barich, H. and Kotler, P. 1991. A framework for marketing image management. Sloan Management Review 32 (2): 94-104.Berry, L. L. 1986. Retail businesses are service businesses. Journal of Retailing 62: 3-6.Bitner, M. J. 1991. The evolution of the services marketing mix and its relationship to service quality. In Service Quality: A Multidisciplinary and Multinational Perspective, edited by S. Brown, E. Gummesson, B. Edvardsson, B. and B. Gustavsson, 23-37. Lexington Books, New York, NY.Blery, E., Batistatos, N., Papastratou, E., Perifanos, I., Remoundaki, G. and Retsina, M., 2009. Service quality and customer retention in mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing 17 (1): 27-37.Bowen, D. E. and Youngdahl, W. E. 1998. „Lean” service: in defense of a production line approach. International Journal of Service Industry Management 9 (3): 207–225.Brady, K. M, and Cronin, J. J. Jr. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing 65 (3): 34-49.10.1509/jmkg.65.3.34.18334Brady, M. K., Cronin Jr, J. J., and Brand, R. R. 2002. Performanceonly measurement of service quality: a replication and extension. Journal of Business Research 55 (1): 17-31.10.1016/S0148-2963(00)00171-5Bravo, R., Montaner, T., and Pina, J. M. 2009. The role of bank image for customers versus non-customers. International Journal of Bank Marketing 27 (4): 315-334.Brochado, A. 2009. Comparing alternative instruments to measure service quality in higher education. Quality Assurance in education 17 (2): 174-190.Brown, S., Gummesson, E., Edvardsson, B. and Gustavsson, B. 2006. Service Quality: A Multidisciplinary and Multinational Perspective, Lexington Books, New York, NY.Brown, T. J. and Kirmani, A. 1999. The influence of preen-counter affect on satisfaction with an anxiety-provoking service encounter. Journal of Service Research 1 (4): 333-346.10.1177/109467059914005Carman, J. M. 2000. Patient Perception of Service Quality: Combining the Dimensions. Journal of Service Marketing 14 (4): 337-352.Cronin, J. J. and Taylor, A. S. 1992. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing 56 (6): 55-68.10.2307/1252296Dlačić, J., Arslanagić, M., Kadić-Maglajlić, S., Marković, S., and Raspor, S. 2014. Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence 25 (1-2): 141-157.10.1080/14783363.2013.824713E.800. 1994. Terms & Definitions related to quality of service (QoS) and network performance (NP) including dependability.ETR 003 ed.2. 1994. Network Aspect (NA), General aspects of quality of service (QoS) and network performance (NP).Finn, D. and Lamb, C. Jr. 1991. An Evaluation of the SERVQUAL Scales in a Retailing Setting. Advances in Consumer Research 18 (1): 483-490.Firdaus, A. 2006. Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning 24 (1): 31-47.10.1108/02634500610641543Fombrun, C. J. 1996. Reputation: Realizing Value from the Corporate Image. Boston, Mass, Harvard Business School Press.GSM Association: PRD IR.41. 2002. Identification of Quality of Service aspects of popular services (GSM and 3G), Version 3.1.0, April 2002.Grönroos, C. 1982. Strategic Management and Marketing in the Service Sector. 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The role of corporate communications in developing a corporate brand image and reputation in Mauritius. Corporate Reputation Review 12 (1): 3-20.Hoffman, K. D. and Bateson, J. E. 2010. Services Marketing: Concepts, Strategies, &Cases. Cengage Learning.Huang, C. C., Yen, S. W., Liu, C. Y. and Huang, P. C. 2014. The relationship among corporate social responsibility, service quality, corporate image and purchase intention. International Journal of Organizational Innovation 6 (3): 68-84.Jiang, J. J., Klein, G. and Crampton, S.M. 2000. A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences 31 (3): 725-744.10.1111/j.1540-5915.2000.tb00940.xJohnson, C. W. and Sirikit, A. 2002. Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage. Management Decision 40 (7): 693-701.10.1108/00251740210438526Kahn, B.K., Strong, D.M. and Wang, R.Y. 2002. Information quality benchmarks: product and service performance. Communications of the ACM 45 (4): 184-192.10.1145/505248.506007Khan, A. M.2010. An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan. Asian Social Science 6 (10):164-177.10.5539/ass.v6n10p164Kang, G. and James, J. 2004. Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality 14 (4): 266-277.Kang, G. 2006. The hierarchical structure of service quality: integration of technical and functional quality. Managing Service Quality 16 (1): 37 – 50.Kazoleas, D., Kim, Y. and Moffitt, M. A. 2001. Institutional image: a case study. Corporate Communications: an International Journal 6 (4): 205-216.Keller, K.L. 1993. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing 57 (1): 1-22.10.2307/1252054Khan, A. M., 2010. An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan. 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Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

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de Gruyter
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© 2017 South East European Journal of Economics and Business
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2233-1999
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DOI
10.1515/jeb-2017-0011
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REFERENCESAaker, D. A. 1996. Measuring brand equity across products and markets. California Management Review 38 (3): 102-120.10.2307/41165845Anderson, J. C. and Gerbing, D. W. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 (3): 411–423.10.1037/0033-2909.103.3.411Anderson, J. C. and Gerbing, D. W. 1991. Predicting the performance of measures in a confirmatory factor analysis with a pretest assessment of their substantive validities. Journal of Applied Psychology 76 (5): 732–740.10.1037/0021-9010.76.5.732Andreassen, T. W. and Lindestad, B. 1998. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management 9 (1): 7-23.Angell, R. J., Heffernan, T. W. and Megicks, P. 2008. Service quality in postgraduate education. Quality Assurance in Education 16 (3): 236-254.Arokiasamy, A. R. A. and Abdullah, A. G. 2013. Service quality and customer satisfaction in the cellular telecommunication service provider in Malaysia. Researchers World 4 (2): 1.Arora, R. and Stoner, C. 1996. The effect of perceived service quality and name familiarity on the service selection decision. Journal of Services Marketing 10 (1): 22-34.10.1108/08876049610106699Babakus, E. and Boller, G. W. 1992. An empirical assessment of the SERVQUAL scale Journal of Business Research 24: 253-26810.1016/0148-2963(92)90022-4Babic-Hodovic, V. 2010. Marketing usluga: koncept, strategije i implementacija. (Marketing Strategy: Concept, Strategy and Implementation). Sarajevo: Ekonomski fakultet.Bagozzi, R. P. and Yi, Y. 2012. Specification, evaluation, and interpretation of structural equation models. Journal of the Academy of Marketing Science 40 (1): 8–34.10.1007/s11747-011-0278-xBan, J. and Ramsaran, R. R. 2017. An Exploratory Examination of Service Quality Attributes in the Ecotourism Industry. Journal of Travel & Tourism Marketing 34 (1): 132-148.10.1080/10548408.2016.1141155Barich, H. and Kotler, P. 1991. A framework for marketing image management. Sloan Management Review 32 (2): 94-104.Berry, L. L. 1986. Retail businesses are service businesses. Journal of Retailing 62: 3-6.Bitner, M. J. 1991. The evolution of the services marketing mix and its relationship to service quality. In Service Quality: A Multidisciplinary and Multinational Perspective, edited by S. Brown, E. Gummesson, B. Edvardsson, B. and B. Gustavsson, 23-37. Lexington Books, New York, NY.Blery, E., Batistatos, N., Papastratou, E., Perifanos, I., Remoundaki, G. and Retsina, M., 2009. Service quality and customer retention in mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing 17 (1): 27-37.Bowen, D. E. and Youngdahl, W. E. 1998. „Lean” service: in defense of a production line approach. International Journal of Service Industry Management 9 (3): 207–225.Brady, K. M, and Cronin, J. J. Jr. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing 65 (3): 34-49.10.1509/jmkg.65.3.34.18334Brady, M. K., Cronin Jr, J. J., and Brand, R. R. 2002. Performanceonly measurement of service quality: a replication and extension. Journal of Business Research 55 (1): 17-31.10.1016/S0148-2963(00)00171-5Bravo, R., Montaner, T., and Pina, J. M. 2009. The role of bank image for customers versus non-customers. International Journal of Bank Marketing 27 (4): 315-334.Brochado, A. 2009. Comparing alternative instruments to measure service quality in higher education. Quality Assurance in education 17 (2): 174-190.Brown, S., Gummesson, E., Edvardsson, B. and Gustavsson, B. 2006. Service Quality: A Multidisciplinary and Multinational Perspective, Lexington Books, New York, NY.Brown, T. J. and Kirmani, A. 1999. The influence of preen-counter affect on satisfaction with an anxiety-provoking service encounter. Journal of Service Research 1 (4): 333-346.10.1177/109467059914005Carman, J. M. 2000. Patient Perception of Service Quality: Combining the Dimensions. Journal of Service Marketing 14 (4): 337-352.Cronin, J. J. and Taylor, A. S. 1992. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing 56 (6): 55-68.10.2307/1252296Dlačić, J., Arslanagić, M., Kadić-Maglajlić, S., Marković, S., and Raspor, S. 2014. Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence 25 (1-2): 141-157.10.1080/14783363.2013.824713E.800. 1994. Terms & Definitions related to quality of service (QoS) and network performance (NP) including dependability.ETR 003 ed.2. 1994. Network Aspect (NA), General aspects of quality of service (QoS) and network performance (NP).Finn, D. and Lamb, C. Jr. 1991. An Evaluation of the SERVQUAL Scales in a Retailing Setting. Advances in Consumer Research 18 (1): 483-490.Firdaus, A. 2006. Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning 24 (1): 31-47.10.1108/02634500610641543Fombrun, C. J. 1996. Reputation: Realizing Value from the Corporate Image. Boston, Mass, Harvard Business School Press.GSM Association: PRD IR.41. 2002. Identification of Quality of Service aspects of popular services (GSM and 3G), Version 3.1.0, April 2002.Grönroos, C. 1982. Strategic Management and Marketing in the Service Sector. Helsingfors: Swedish School of Economics and Business Administration.Grönroos, C. 1984. A Service Quality Model and Its Marketing Implications. European Journal of Marketing 18 (4): 36-40.10.1108/EUM0000000004784Grönroos, C. 1990. Service Management and Marketing: Managing the Moments in Truth in Service Competition, Lexington, MA: Lexington Books.Gummesson, E. and Grönroos, C. 1988. Quality of services: lessons from the product sector. In Add Value to Your Service, edited by C. Surprenant, 186-190. American Marketing Association, Chicago, IL.Hatch, M. J. and Schultz, M. 1997. Relations between organizational culture, identity and image. European Journal of Marketing 31 (5/6): 356-365.10.1108/eb060636Hatch, M. J. and Schultz, M. 2003. Bringing the corporation into corporate branding. European Journal of Marketing 37 (7/8): 1041-1064.10.1108/03090560310477654Hawabhay, B. B., Abratt, R. and Peters, M. 2009. The role of corporate communications in developing a corporate brand image and reputation in Mauritius. Corporate Reputation Review 12 (1): 3-20.Hoffman, K. D. and Bateson, J. E. 2010. Services Marketing: Concepts, Strategies, &Cases. Cengage Learning.Huang, C. C., Yen, S. W., Liu, C. Y. and Huang, P. C. 2014. The relationship among corporate social responsibility, service quality, corporate image and purchase intention. International Journal of Organizational Innovation 6 (3): 68-84.Jiang, J. J., Klein, G. and Crampton, S.M. 2000. A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences 31 (3): 725-744.10.1111/j.1540-5915.2000.tb00940.xJohnson, C. W. and Sirikit, A. 2002. Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage. Management Decision 40 (7): 693-701.10.1108/00251740210438526Kahn, B.K., Strong, D.M. and Wang, R.Y. 2002. Information quality benchmarks: product and service performance. Communications of the ACM 45 (4): 184-192.10.1145/505248.506007Khan, A. M.2010. An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan. Asian Social Science 6 (10):164-177.10.5539/ass.v6n10p164Kang, G. and James, J. 2004. 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Journal

South East European Journal of Economics and Businessde Gruyter

Published: Apr 1, 2017

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