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Cited by 1,121

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

Brown, Stephen W., Swartz, Teresa A.·1989·Journal of Marketing
DOI 10.1177/002224298905300207
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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

Show all 2 references

Research works printed but not linked: 17

  1. 10.1016/0007-6813(85)90008-4 · DOI · Paper page
  2. Bloom Paul N., 1984, Harvard Business Review, 62, 102
  3. Brown Stephen W., 1986, Marketing Strategies for Physicians.
  4. 10.1177/074391568400300106 · DOI
  5. 10.1177/002224378702400307 · DOI · Paper page
  6. Congram Carole A., 1986, The Accountant's Strategic Marketing Guide.
  7. 10.1177/002224378702400408 · DOI · Paper page
  8. Grønhaug Kjell, 1980, Advances in Consumer Research, 7, 324
  9. Gronroos Christian, 1983, Strategic Management and Marketing in the Service Sector.
  10. 10.1016/0019-8501(78)90054-8 · DOI
  11. Kotler Philip, 1984, Marketing Professional Services.
  12. Lehtinen Jarmo R., 1982, “Service Quality: A Study of Quality Dimensions,”
  13. Oliver Richard L., 1979, New Dimensions of Consumer Satisfaction and Complaining Behavior, 66
  14. 10.1177/002224298504900403 · DOI · Paper page
  15. Parasuraman A., 1986, Journal of Retailing, 64, 12
  16. Quelch John A., 1981, Marketing of Services, 82
  17. 10.1177/002224378302000308 · DOI · Paper page

Cited by

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
DOI
10.1177/002224298905300207
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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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.