The DOI matches its Crossref record; 21 of the 21 references it cites were found in a registry or an index.
Service Quality Measurement
Abstract
Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.
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Citations
Cites
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Zeithaml, V. A. (1988) · Journal of Marketing · doi:10.1177/002224298805200302 · Cited by 18,292
(1991) · Journal of Retailing · Cited by 3,949
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions
Carman, J. M. (1990) · Journal of Retailing · Cited by 2,894
Marketing Services: Competing Through Quality
Becker, B. W., Berry, L. L., & Parasuraman, A. (1992) · Journal of Marketing · doi:10.2307/1252050 · Cited by 2,178
An empirical assessment of the SERVQUAL scale
Babakus, E., & Boller, G. W. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90022-4 · Cited by 2,122
Communication and Control Processes in the Delivery of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988) · Journal of Marketing · doi:10.1177/002224298805200203 · Cited by 2,029
UNDERSTANDING CUSTOMER EXPECTATION OF SERVICE
(1991) · Cited by 1,479
The profitable art of service recovery.
Hart, C. W. L., Heskett, J. L., & Sasser, W. E. (1990) · PubMed · Cited by 1,442
Cited by
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
SERVQUAL: review, critique, research agenda
Buttle, F. (1996) · European Journal of Marketing · doi:10.1108/03090569610105762 · Cited by 1,735
Customer loyalty in the hotel industry: the role of customer satisfaction and image
Kandampully, J., & Suhartanto, D. (2000) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596110010342559 · Cited by 1,231
Performance-only measurement of service quality: a replication and extension
Brady, M. K., Cronin, J. J., & Brand, R. R. (2002) · Journal of Business Research · doi:10.1016/s0148-2963(00)00171-5 · Cited by 935
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country
Andaleeb, S. S. (2001) · Social Science & Medicine · doi:10.1016/s0277-9536(00)00235-5 · Cited by 758
Metadata
- Authors
- Lewis, B. R.
- Venue
- Marketing Intelligence & Planning
- Publisher
- Emerald
- Published
- 1993-04-01
- Volume
- 11
- Issue
- 4
- Pages
- 4-12
- ISSN
- 0263-4503 (ISSN-L)
- OpenAlex
- W1991440931
- Cited by
- 347
- References
- 21
- FWCI
- 4.26
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
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.
