Browsing by Author "Basu, Amiya K."
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Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry
(© 1998 Published by Elsevier Ltd., 1998)The relationship between customers' overall evaluation of service quality and five factors — perceived fairness, empathy, responsiveness, reliability, and convenience — was examined in the automobile repair and service ... -
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
(© 1994 New York University., 1994)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, ...