A conceptual model of service quality and its implications for future research

Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L.

doi:10.1177/002224298504900403

Cited by 21,645Customer Service Quality and LoyaltyService and Product InnovationConsumer Behavior and Marketing Influence

A conceptual model of service quality and its implications for future research

Parasuraman, A., Zeithaml, Valarie A., Berry, Leonard L.·1985·Journal of Marketing

DOI 10.1177/002224298504900403

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Abstract

The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.

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From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [5]
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From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Parasuraman, Zeithaml, and Berry 1985

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Authors: Parasuraman, A., Zeithaml, V. A., & Berry, L. L.
Affiliations: Texas A&M University (US)
ORCID: Zeithaml, Valarie A.
Berry, Leonard L.
Venue: Journal of Marketing
Publisher: SAGE Publications
Published: 1985-09
Volume: 49
Issue: 4
Pages: 41-50
ISSN: 0022-2429 (ISSN-L)
1547-7185
DOI: 10.1177/002224298504900403
OpenAlex: W2026368098
Cited by: 21,645
References: 21
Citations by year: 2026: 395 · 2025: 586 · 2024: 780 · 2023: 1063 · 2022: 1017 · 2021: 1112 · 2020: 1076 · 2019: 1037 · 2018: 1005 · 2017: 897 · 2016: 976 · 2015: 1165 · 2014: 1184 · 2013: 1162 · 2012: 1029
FWCI: 25.92
Type: journal article
Language: en
Open access: closed
Licence: journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations: Journal of Marketing (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords: service quality, conceptual model, service quality evaluation, service companies

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A conceptual model of service quality and its implications for future research

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Integrity signals

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