1J. Joseph Cronin Jr is the Carl DeSantis Professor of Business Administration, College of Business, Florida State University, Tallahassee, Florida, USA.
Tóm tắt
The article considers the applicability of traditional attitude and other constructs in service quality research. It is suggested that the effects of perceived service quality may be masked by non‐linear relationships and under‐identified explanatory models. Constructs that might assist researchers and practitioners improve their service quality research and strategies are identified.
