The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Service quality dimensions: an examination of Grönroos’s service quality model
Abstract
Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.
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Cites
Structural equation modeling in practice: A review and recommended two-step approach
Anderson, J. C., & Gerbing, D. W. (1988) · Psychological Bulletin · doi:10.1037/0033-2909.103.3.411 · Cited by 41,941
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
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
Practical issues in structural modeling
BENTLER, P. M., & CHOU, C.-P. (1987) · Sociological Methods & Research · doi:10.1177/0049124187016001004 · Cited by 5,804
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Cited by
Amin, M., Isa, Z., & Fontaine, R. (2013) · International Journal of Bank Marketing · doi:10.1108/02652321311298627 · Cited by 310
Hamari, J., Hanner, N., & Koivisto, J. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2016.09.004 · Cited by 177
Measuring Service Quality in the Banking Industry: A Hong Kong Based Study
Lau, M. M., Cheung, R., Lam, A. Y. C., & Chu, Y. T. (2013) · Contemporary Management Research · doi:10.7903/cmr.11060 · Cited by 159
Ladhari, R., Souiden, N., & Ladhari, I. (2011) · Journal of Financial Services Marketing · doi:10.1057/fsm.2011.10 · Cited by 153
Ramamoorthy, R., Gunasekaran, A., Roy, M., Rai, B. K., & Senthilkumar, S. A. (2018) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2016.1240611 · Cited by 46
Metadata
- Authors
- Kang, G., & James, J.
- Venue
- Managing Service Quality: An International Journal
- Publisher
- Emerald
- Published
- 2004-08-01
- Volume
- 14
- Issue
- 4
- Pages
- 266-277
- ISSN
- 0960-4529 (ISSN-L)
- OpenAlex
- W2078558473
- Cited by
- 602
- References
- 5
- FWCI
- 17.22
- Type
- journal article
- Language
- en
- Open access
- closed
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- Kang, G., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604520410546806
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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