The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
A Gap Analysis of Professional Service Quality
Abstract
Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—service quality and evaluating the service encounter. Using medical services as the primary study setting, the authors explore the concept of professional services quality and its evaluation from both the provider and client perspectives. They use gap analysis as an appropriate approach for examining the evaluation of a professional service. The findings provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between patients and physicians. Finally, both managerial and research implications are presented.
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Citations
Cites
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
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Research works printed but not linked: 17
- 10.1016/0007-6813(85)90008-4 · DOI · Paper page
- Bloom Paul N., 1984, Harvard Business Review, 62, 102
- Brown Stephen W., 1986, Marketing Strategies for Physicians.
- 10.1177/074391568400300106 · DOI
- 10.1177/002224378702400307 · DOI · Paper page
- Congram Carole A., 1986, The Accountant's Strategic Marketing Guide.
- 10.1177/002224378702400408 · DOI · Paper page
- Grønhaug Kjell, 1980, Advances in Consumer Research, 7, 324
- Gronroos Christian, 1983, Strategic Management and Marketing in the Service Sector.
- 10.1016/0019-8501(78)90054-8 · DOI
- Kotler Philip, 1984, Marketing Professional Services.
- Lehtinen Jarmo R., 1982, “Service Quality: A Study of Quality Dimensions,”
- Oliver Richard L., 1979, New Dimensions of Consumer Satisfaction and Complaining Behavior, 66
- 10.1177/002224298504900403 · DOI · Paper page
- Parasuraman A., 1986, Journal of Retailing, 64, 12
- Quelch John A., 1981, Marketing of Services, 82
- 10.1177/002224378302000308 · DOI · Paper page
Cited by
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Relational Benefits in Services Industries: The Customer's Perspective
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998) · Journal of the Academy of Marketing Science · doi:10.1177/0092070398262002 · Cited by 2,347
Patient satisfaction: What we know about and what we still need to explore
Aharony, L., & Strasser, S. (1993) · Medical Care Review · doi:10.1177/002570879305000104 · Cited by 614
On the relationship between perceived service quality, service loyalty and switching costs
de Ruyter, K., Wetzels, M., & Bloemer, J. (1998) · International Journal of Service Industry Management · doi:10.1108/09564239810238848 · Cited by 564
Bendapudi, N., & Leone, R. P. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.2.83.18476 · Cited by 303
Metadata
- Authors
- Brown, S. W., & Swartz, T. A.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1989-04
- Volume
- 53
- Issue
- 2
- Pages
- 92-98
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2018872114
- Cited by
- 1,121
- References
- 2
- FWCI
- 21.28
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
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- Brown, S. W., & Swartz, T. A. (1989). A Gap Analysis of Professional Service Quality. Journal of Marketing. https://doi.org/10.1177/002224298905300207
Data sources
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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.
