The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Two Approaches to Service Quality Dimensions
Abstract
The purpose of the article is to determine two approaches to the analysis of service quality and its dimensions. In the first approach three quality dimensions are used; physical quality, interactive quality and corporate quality. The other approach is to utilize two dimensions; process quality and output quality. In order to illustrate the existence and explicitness of the dimensions, two empirical studies of restaurants were carried out. Quality dimensions seemed to be fairly suitable for analysing restaurant services.
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Citations
Cites
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
Cited by
Brocato, E. D., Voorhees, C. M., & Baker, J. (2012) · Journal of Retailing · doi:10.1016/j.jretai.2012.01.006 · Cited by 374
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
Ennew, C. T., & Binks, M. R. (1996) · British Journal of Management · doi:10.1111/j.1467-8551.1996.tb00116.x · Cited by 279
Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study
Uvet, H. (2020) · Operations and Supply Chain Management: An International Journal · doi:10.31387/oscm0400248 · Cited by 145
Nilashi, M., Abumalloh, R. A., Ahmadi, H., Samad, S., Alrizq, M., Abosaq, H., & Alghamdi, A. (2023) · Heliyon · doi:10.1016/j.heliyon.2023.e21828 · Cited by 30
Metadata
- Authors
- Lehtinen, U., & Lehtinen, J. R.
- Venue
- The Service Industries Journal
- Publisher
- Informa UK Limited
- Published
- 1991-07
- Volume
- 11
- Issue
- 3
- Pages
- 287-303
- ISSN
- 0264-2069 (ISSN-L)
- 1743-9507
- OpenAlex
- W2151167663
- Cited by
- 707
- References
- 1
- FWCI
- 5.06
- Type
- journal article
- Language
- en
- Open access
- closed
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- Lehtinen, U., & Lehtinen, J. R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal. https://doi.org/10.1080/02642069100000047
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
