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    Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry

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    Date
    1994
    Publisher
    © 1994 New York University.
    Author
    Andaleeb, Syed Saad
    Basu, Amiya K.
    Metadata
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    URI
    http://hdl.handle.net/10361/7120
    Citation
    Andaleeb, S. S., & Basu, A. K. (1994). Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry. Journal of Retailing, 70(4), 367-381. doi:10.1016/0022-4359(94)90005-1
    Abstract
    The relationship between a customer's assessment of the service quality of an automobile service/repair facility and five factors—(1) perceived fairness of the facility and its personnel, (2) empathy, (3) responsiveness, (4) reliability, and (5) convenience—was examined. Perceived fairness was found to be an important determinant of service quality evaluation and its importance depended on the complexity of the task involved and the customer's knowledge of automobile repairs. In particular, when the task was complex and the customer did not feel knowledgeable, perceived fairness was found to be significantly more important than any of the other four factors.
    Keywords
    Automobile service industry
    Description
    This article was published in the Journal of Retailing [© 1994 New York University] and the definite version is available at : http://doi.org/10.1016/0022-4359(94)90005-1 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/0022435994900051
    Publisher Link
    http://www.sciencedirect.com/science/article/pii/0022435994900051
    DOI
    http://doi.org/10.1016/0022-4359(94)90005-1
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