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|Title:||The behavioral consequences of service quality in defensive marketing applied to a theme restaurant setting.||Authors:||Ho, Andy Chee Keong.
Poon, Ee Ling.
Lim, Zorine Sze Mei.
|Keywords:||DRNTU::Business::Marketing::Customer services||Issue Date:||1999||Abstract:||This study aims to investigate the hypothesis that service quality would lead to higher profits. Subsequently, the SERVQUAL Battery by Zeithaml, Parasuraman and Berry (1990) and the Behavioral Intentions Battery are modified for administration in the theme restaurant sector. The link between service quality and its behavioral consequences is also examined to find out the customer's motivation for supporting one company over another.||URI:||http://hdl.handle.net/10356/10577||Rights:||Nanyang Technological University||Fulltext Permission:||restricted||Fulltext Availability:||With Fulltext|
|Appears in Collections:||NBS Student Reports (FYP/IA/PA/PI)|
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