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SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. After a discussion of the…
A Conceptual Model of Service Quality and Its Implications for Future Research
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is…
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The Behavioral Consequences of Service Quality
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The…
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Refinement and reassessment of the SERVQUAL scale.
Technology Readiness Index (Tri)
The role of technology in customer-company interactions and the number of technology-based products and services have been growing rapidly. Although these developments have benefited customers, there…
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Customer Experience Creation: Determinants, Dynamics and Management Strategies
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Delivering quality service : balancing customer perceptions and expectations
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the…
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Service quality delivery through web sites: A critical review of extant knowledge
Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality,…
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The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions
Research on how store environment cues influence consumers' store choice decision criteria, such as perceived merchandise value and shopping experience costs, is sparse. Especially absent is research…
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Marketing Services: Competing Through Quality
Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to "Delivering Quality Service." Building on eight years of research, the…
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