Posted by Chris Mear on September 13, 2002 at 03:34:14:
Hi all
I am doing a Masters degree in Strategic Marketing and my dissertation is on the link between service quality and repurchase intent in the b2b sector(specifically telecoms)
I have 2 questions you may be able to help me with:
Does anyone know of any literature on service quality and ite effects on repurchase intent other than Zeithaml 96, De Ruyter, Bloemer, Boulding and Cronin and Taylor's research?
Secondly, when applying the 5 dimensions of SERVQUAL/SERVPERF (reliability, responsiveness etc)is it necessary to ask all 22 questions or would it be OK to ask 2/3 questions per dimension?
Hope that makes sense and if anyone can help I would be really grateful.
In anticipation
Chris