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  • Prospect theory and SERVQUAL [Elektronski vir]
    Burböck, Birgit
    The aim of this paper is to make a scientific contribution for a better understanding of the relationship between the Prospect Theory and servqual. The first objective is to analyse whether the ... servqual scale is an appropriate scale to quantify service quality and customer satisfaction of automobile-insurances. The second objective is to discuss the relationship between service quality and customer satisfaction. With the prospect theory, the relationship is explained and described. Only a negative asymmetric relationship between service quality and customer satisfaction can be explained by the prospect theory. The proposed diminishing sensitivity lacks sufficient significant empirical evidence.
    Vir: Management [Elektronski vir]. - ISSN 1854-4231 (Leto 9, št. 2, summer 2014, str. 155-168)
    Vrsta gradiva - e-članek ; neleposlovje za odrasle
    Leto - 2014
    Jezik - slovenski
    COBISS.SI-ID - 1536801988

    Povezava(-e):

    http://www.fm.upr.si/zalozba/ISSN/1854-4231/9_155-168.pdf
    Digitalna knjižnica Slovenije - dLib.si

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