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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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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions ab...
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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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E-S-QUAL
Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by…
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Services Marketing: Integrating Customer Focus Across the Firm
The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships…
Refinement and reassessment of the SERVQUAL scale.
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a…
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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions…
View on SAGE
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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