A. Parasuraman

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A Conceptual Model of Service Quality and Its Implications for Future

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry
2007

Your use of the JSTOR archive indicates your acceptance of JSTOR's Terms and Conditions of Use, available at http://www.jstor.org/page/info/about/policies/terms.jsp. JSTOR's Terms and Conditions of… (More)

E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality

A. Parasuraman, Zeithaml, Arvind Malhotra
2004

Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by… (More)

The Impact of Technology on the Quality-Value-Loyalty Chain : A Research Agenda

A. Parasuraman, Dhruv Grewal
2000

In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in… (More)

1 Crowdfunding : Transforming Customers into Investors through Innovative

Andrea Ordanini, Lucia Miceli, Marta Pizzetti, A. Parasuraman
2011

Consumers have recently begun to play a new role in some markets: that of providing capital and investment support to the offering. This phenomenon, called crowdfunding, is a collective effort by… (More)

Customer Experience Creation : Determinants , Dynamics and Management Strategies

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, Leonard A. Schlesinger
2009

Peter C. Verhoef a,∗, Katherine N. Lemon b, A. Parasuraman c, Anne Roggeveen d, Michael Tsiros c, Leonard A. Schlesinger d a University of Groningen, Faculty of Economics and Business, P.O. Box 800,… (More)

Loughborough University Institutional Repository Understanding Generation Y and their use of social media : a review and research agenda

Ruth N. Bolton, A. Parasuraman, +5 authors David Solnet
2013

Purpose – The purpose of this paper is to review what we know – and don’t know – about Generation Y’s use of social media and to assess the implications for individuals, firms and society.… (More)

Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities

Gabriele Piccoli, M. Kathryn Brohman, Richard T. Watson, A. Parasuraman
Decision Sciences
2004

Firms’ Web sites are becoming an increasingly important component of their customer service systems. Yet there is a dearth of research-based insights and guidelines concerning the roles,… (More)

Opportunities for Innovation in the Delivery of Interactive Retail Services ☆

In today's volatile economy, innovation in providing interactive services to consumers through a variety of channels is critical in retailing. Interactive service innovations offer opportunities for… (More)

A Mathematical Model of Service Failure and Recovery Strategies