The DOI matches its Crossref record.
A Conceptual Model of Service Quality
Abstract
A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.
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Citations
Cited by
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Zeithaml, V. A. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281007 · Cited by 1,919
Privacy: Recognition of a Consumer Right
Goodwin, C. (1991) · Journal of Public Policy & Marketing · doi:10.1177/074391569101000111 · Cited by 393
Zatori, A., Smith, M. K., & Puczko, L. (2018) · Tourism Management · doi:10.1016/j.tourman.2017.12.013 · Cited by 388
Customer engagement behaviors: The role of service convenience, fairness and quality
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.018 · Cited by 313
Metadata
- Authors
- Haywood‐Farmer, J.
- Venue
- International Journal of Operations & Production Management
- Publisher
- Emerald
- Published
- 1988-06-01
- Volume
- 8
- Issue
- 6
- Pages
- 19-29
- ISSN
- 0144-3577 (ISSN-L)
- OpenAlex
- W2051603279
- Cited by
- 578
- References
- 0
- FWCI
- 8.89
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: A Conceptual Model of Service Quality. https://app.cochat.ai/papers/10.1108/eb054839
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- Haywood‐Farmer, J. (1988). A Conceptual Model of Service Quality. International Journal of Operations & Production Management. https://doi.org/10.1108/eb054839
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.
