SERVQUAL: xem xét, phê bình, chương trình nghiên cứu

Emerald - Tập 30 Số 1 - Trang 8-32 - 1996
Francis Buttle1
1Manchester Business School, Manchester, UK

Tóm tắt

Kể từ khi được ra mắt vào năm 1985, SERVQUAL đã trở thành một công nghệ phổ biến để đo lường và quản lý chất lượng dịch vụ. Gần đây, một số vấn đề lý thuyết và hoạt động đã được nêu ra liên quan đến SERVQUAL. Bài viết sẽ xem xét những vấn đề này và đề xuất một chương trình nghiên cứu.

Từ khóa


Tài liệu tham khảo

Andersson, T.D. 1992, “Another model of service quality: a model of causes and effects of service quality tested on a case within the restaurant industry”, in Kunst, P. and Lemmink, J. (Eds), Quality Management in Service, van Gorcum, The Netherlands, pp. 41‐58. Aubry, C.A. and Zimbler, D.A. 1983, “The banking industry: quality costs and improvement”, Quality Progress, December, pp. 16‐20. Babakus, E. and Boller, G.W. 1992, “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24, pp. 253‐68. Babakus, E. and Inhofe, M. 1991, “The role of expectations and attribute importance in the measurement of service quality”, in Gilly, M.C. et al. (Eds), Proceedings of the Summer Educators’ Conference, American Marketing Association, Chicago, IL, pp. 142‐4. Babakus, E. and Mangold, W.G. 1992, “Adapting the SERVQUAL scale to hospital services: an empirical investigation”, Health Services Research, Vol. 26 No. 2, February, pp. 767‐86. Babakus, E., Pedrick, D.L. and Inhofe, M. 1993b, “Empirical examination of a direct measure of perceived service quality using SERVQUAL items”, unpublished manuscript, Memphis State University, TN. Babakus, E., Pedrick, D.L. and Richardson, A. 1993a, “Measuring perceived service quality within the airline catering service industry”, unpublished manuscript, Memphis State University, TN. Baker, J.A. and Lamb, C.W. Jr 1993, “Managing architectural design service quality”, Journal of Professional Services Marketing, Vol. 10 No. 1, pp. 89‐106. Bolton, R.N. and Drew, J.H. 1991, “A multistage model of customers’ assessment of service quality and value”, Journal of Consumer Research, Vol. 17, March, pp. 375‐84. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. 1993, “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, Vol. 30, February, pp. 7‐27. Bouman, M. and van der Wiele, T. 1992, “Measuring service quality in the car service industry: building and testing an instrument”, International Journal of Service Industry Management, Vol. 3 No. 4, pp. 4‐16. Brown, T.J., Churchill, G.A. and Peter, J.P. 1993, “Improving the measurement of service quality”, Journal of Retailing, Vol. 69 No. 1, Spring, pp. 127‐39. Buzzell, R.D. and Gale, B.T. 1987, The PIMS Principles, Free Press, New York, NY. Carman, J.M. 1990, “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33‐5. Churchill, G.A. 1979, “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 19, February, pp. 64‐73. Churchill, G.A. and Surprenant, C. 1982, “An investigation into the determinants of customer satisfaction”, Journal of Marketing Research, Vol. 19, pp. 491‐504. Clow, K.E. and Vorhies, D.E. 1993, “Building a competitive advantage for service firms”, Journal of Services Marketing, ol. 7 No. 1, pp. 22‐3. Cronin, J.J. Jr and Taylor, S.A. 1992, “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55‐68. Cronin, J.J. Jr and Taylor, S.A. 1994, “SERVPERF versus SERVQUAL: reconciling performance‐ based and perceptions‐minus expectations measurement of service quality”, Journal of Marketing, Vol. 58, January, pp. 125‐31. Crosby, P.B. 1979, Quality Is Free, McGraw‐Hill, New York, NY. Fick, G.R. and Ritchie, J.R.B. 1991, “Measuring service quality in the travel and tourism industry”, Journal of Travel Research, Vol. 30 No. 2, Autumn, pp. 2‐9. Ford, J.W., Joseph, M. and Joseph, B. 1993, “Service quality in higher education: a comparison of universities in the United States and New Zealand using SERVQUAL”, unpublished manuscript, Old Dominion University, Norfolk, VA. Fornell, C. and Larcker D.F. 1981, “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18, February, pp. 39‐50. Fort, M. 1993, “Customer defined attributes of service quality in the IBM mid‐range computer software industry”, unpublished MBA dissertation, Manchester Business School, Manchester. Freeman, K.D. and Dart, J. 1993, “Measuring the perceived quality of professional business services, Journal of Professional Services Marketing, Vol. 9 No. 1, pp. 27‐47. Gagliano, K.B. and Hathcote, J. 1994, “Customer expectations and perceptions of service quality in apparel retailing”, Journal of Services Marketing, Vol. 8 No. 1, pp. 60‐9. Grönroos, C. 1982, Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsinki. Grönroos, C. 1984, “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 18, pp. 36‐44. Grönroos, C. 1993, “Toward a third phase in service quality research: challenges and future directions”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 2, JAI Press, Greenwich, CT, pp. 49‐64. Hardie, B.G.S., Johnson, E.J. and Fader, P.S. 1992, “Modelling loss aversion and reference dependence effects on brand choice”, working paper, Wharton School, University of Pennsylvania, PA. Hedvall, M.‐B. and Paltschik, M. 1989, “An investigation in, and generation of, service quality concepts”, in Avlonitis, G.J.et al. (Eds), Marketing Thought and Practice in the 1990s, European Marketing Academy, Athens, pp. 473‐83. Higgins, L.F., Ferguson, J.M. and Winston, J.M. 1991, “Understanding and assessing service quality in health maintenance organizations”, Health Marketing Quarterly, Vol. 9, Nos 1‐2, pp. 5‐20. Iacobucci, D., Grayson, K.A. and Omstrom, A.L. 1994, “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press, Greenwich, CT, pp. 1‐68. Johns, N. 1993, “Quality management in the hospitality industry, part 3: recent developments”, International Journal of Contemporary Hospitality Management, Vol. 5 No. 1, pp. 10‐15. Juran, J.M. 1951, Quality Control Handbook, McGraw‐Hill, New York, NY. Kahneman, D. and Miller, D.T. 1986, “Norm theory: comparing reality to its alternatives”, Psychological Review, Vol. 93, pp. 136‐53. Kong, R. and Mayo, M.C. 1993, “Measuring service quality in the business‐to‐business context”, Journal of Business and Industrial Marketing, Vol. 8 No. 2, pp. 5‐15. Kwon, W. and Lee, T.J. 1994, “Measuring service quality in Singapore retail banking”, Singapore Management Review, Vol. 16 No. 2, July, pp. 1‐24. Leblanc, G. and Nguyen, N. 1988, “Customers’ perceptions of service quality in financial institutions”, International Journal of Bank Marketing, Vol. 6 No. 4, pp. 7‐18. Lehtinen, J.R. and Lehtinen, O. 1982, “Service quality: a study of quality dimensions”, unpublished working paper, Service Management Institute, Helsinki. Lewis, B.R. 1993, “Service quality measurement”, Marketing Intelligence and Planning, Vol. 11 No. 4, pp. 4‐12. Lord, F.M. 1963, “Elementary models for measuring change”, in Harris, C.W. (Ed.), Problems in Measuring Change, University of Wisconsin Press, Madison, WI, pp. 22‐38. McElwee, G. and Redman, T. 1993, “Upward appraisal in practice: an illustrative example using the QUALED scale”, Education and Training, Vol. 35 No. 2, December, pp. 27‐31. Mangold, G.W. and Babakus, E. 1991, “Service quality: the front‐stage perspective vs the back stage perspective”, Journal of Services Marketing, Vol. 5 No. 4, Autumn, pp. 59‐70. Masser, W.J. 1957, “The quality manager and quality costs”, Industrial Quality Control, Vol. 14, pp. 5‐8. Oliver, R.L. 1980, “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, November, pp. 460‐9. Oliver, R.L. 1993, “A conceptual model of service quality and service satisfaction: compatible goals, different concepts”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 2, JAI Press, Greenwich, CT, pp. 65‐85. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. 1990, An Empirical Examination of Relationships in an Extended Service Quality Model, Marketing Science Institute, Cambridge, MA. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. 1991a, “Perceived service quality as a customer‐based performance measure: an empirical examination of organizational barriers using an extended service quality model”, Human Resource Management, Vol. 30 No. 3, Autumn, pp. 335‐64. Parasuraman, A., Zeithaml, V. and Berry, L.L. 1985, “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Autumn, pp. 41‐50. Parasuraman, A., Zeithaml, V. and Berry, L.L. 1986, “SERVQUAL: a multiple‐item scale for measuring customer perceptions of service quality”, Report No. 86‐108, Marketing Science Institute, Cambridge, MA. Parasuraman, A., Zeithaml, V. and Berry, L.L. 1988, “SERVQUAL: a multiple‐item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12‐40. Parasuraman, A., Zeithaml, V. and Berry, L.L. 1991b, “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420‐50. Parasuraman, A., Zeithaml, V. and Berry, L.L. 1993, “Research note: more on improving service quality measurement”, Journal of Retailing, Vol. 69 No. 1, Spring, pp. 140‐7. Parasuraman, A., Zeithaml, V. and Berry, L.L. 1994, “Reassessment of expectations as a comparison standard in measuring service quality: implications for future research”, Journal of Marketing, Vol. 58, January, pp. 111‐24. Peter, J.P. 1981, “Construct validity: a review of basic issues and marketing practices”, Journal of Marketing Research, Vol. 18, May, pp. 133‐45. Reichheld, F.F. and Sasser, W.E. Jr 1990, “Zero defections: quality comes to service”, Harvard Business Review, September‐October, pp. 105‐11. Reidenbach, R.E. and Sandifer‐Smallwood, B. 1990, “Exploring perceptions of hospital operations by a modified SERVQUAL approach”, Journal of Health Care Marketing, Vol. 10 No. 4, December, pp. 47‐55. Richard, M.D. and Allaway, A.W. 1993, “Service quality attributes and choice behavior”, Journal of Service Marketing, Vol. 7 No. 1, pp. 59‐68. Rigotti, S. and Pitt, L. 1992, “SERVQUAL as a measuring instrument for service provider gaps in business schools”, Management Research News, Vol. 15 No. 3, pp. 9‐17. Rust, R.T. and Zahorik, A.J. 1993, “Customer satisfaction, customer retention and market share”, Journal of Retailing, Vol. 69 No. 2, Summer, pp. 193‐215. Saleh, F. and Ryan, C. 1992, “Analysing service quality in the hospitality industry using the SERVQUAL model”, Services Industries Journal, Vol. 11 No. 3, pp. 324‐43. Scott, D. and Shieff, D. 1993, “Service quality components and group criteria in local government”, International Journal of Service Industry Management, Vol. 4 No. 4, pp. 42‐53. Soliman, A.A. 1992, “Assessing the quality of health care”, Health Care Marketing, Vol. 10 Nos 1‐2, pp. 121‐41. Spreng, R.A. and Singh, A.K. 1993, “An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction”, unpublished manuscript, Michigan State University, TN. Taylor, S.A., Sharland, A., Cronin, A.A. Jr and Bullard, W. 1993, “Recreational quality in the international setting”, International Journal of Service Industries Management, Vol. 4 No. 4, pp. 68‐88. Teas, K.R. 1993a, “Expectations, performance evaluation and consumers’ perceptions of quality”, Journal of Marketing, Vol. 57 No. 4, pp. 18‐24. Teas, K.R. 1993b, “Consumer expectations and the measurement of perceived service quality”, Journal of Professional Services Marketing, Vol. 8 No. 2, pp. 33‐53. Teas, K.R. 1994, “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58, January, pp. 132‐9. Vandamme, R. and Leunis, J. 1993, “Development of a multiple‐item scale for measuring hospital service quality”, International Journal of Service Industry Management, Vol. 4 No. 3, pp. 30‐49. Walbridge, S.W. and Delene, L.M. 1993, “Measuring physician attitudes of service quality”, Journal of Health Care Marketing, Vol. 13 No. 4, Winter, pp. 6‐15. Wason, P.J. and Johnson‐Laird, P.N. 1972, Psychology of Reasoning; Structure and Content, B.T. Batsford, London. Woodruff, R.B., Cadotte, E.R. and Jenkins, R.L. 1983, “Modeling consumer satisfaction processes using experience‐based norms”, Journal of Marketing Research, Vol. 20, pp. 296‐304. Wong, S.M. and Perry, C. 1991, “Customer service strategies in financial retailing”, International Journal of Bank Marketing, Vol. 9 No. 3, pp. 11‐16. Wotruba, T.R. and Tyagi, P.K. 1991, “Met expectations and turnover in direct selling”, Journal of Marketing, Vol. 55, pp. 24‐35. Zahorik, A.J. and Rust R.T. 1992, “Modeling the impact of service quality of profitability: a review”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT, pp. 49‐64. Zeithaml, V.A. 1988, “Consumer perceptions of price, quality and value: a means‐end model and synthesis of evidence”, Journal of Marketing, Vol. 52, July, pp. 2‐22. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. 1991, “The nature and determinants of customer expectations of service”, working paper 91‐113, Marketing Science Institute, Cambridge, MA. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. 1993, “The nature and determinants of customer expectation of service”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1‐12. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. 1990, Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, New York, NY. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. 1992, “Strategic positioning on the dimensions of service quality”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 2, JAI Press, Greenwich, CT, pp. 207‐28.