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Cited by 2,029

The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.

Communication and Control Processes in the Delivery of Service Quality

Zeithaml, Valarie A., Berry, Leonard L., Parasuraman, A.·1988·Journal of Marketing
DOI 10.1177/002224298805200203
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Abstract

Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the article. The authors' intent is to identify a reasonably exhaustive set of factors potentially affecting the magnitude and direction of four gaps on the marketer's side of their service quality model. Most factors involve (1) communication and control processes implemented in service organizations to manage employees and (2) consequences of these processes, such as role clarity and role conflict of contact personnel. Literature from the marketing and organizational behavior fields on these topics is reviewed and integrated with qualitative data from an exploratory study. Discussion centers on insights that can be obtained from empirical testing of the extended model.

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Metadata

Authors
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1988-04
Volume
52
Issue
2
Pages
35-48
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224298805200203
OpenAlex
W1968629566
Cited by
2,029
References
10
FWCI
37.16
Type
journal article
Language
en
Open access
closed

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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.