More on improving service quality measurement

Journal of Retailing - Tập 69 Số 1 - Trang 140-147 - 1993
A. Parasuraman1, Leonard L. Berry1, Valarie A. Zeithaml2
1College of Business Administration Texas A&M University College Station, Texas, USA
2Schmalensee/Zeithaml Chapel Hill, North Carolina, USA

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Tài liệu tham khảo

Babakus, 1992, An Empirical Assessment of the SERVQUAL Scale, Journal of Business Research, 24, 253, 10.1016/0148-2963(92)90022-4

Brensinger, 1990, Can the SERVQUAL Scale be Generalized to Business-to-Business Services?, 289

Brown, 1993, Improving the Measurement of Service Quality, Journal of Retailing, 69, 10.1016/S0022-4359(05)80006-5

Carman, 1990, Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, 66, 33

Finn, 1991, An Evaluation of the SERVQUAL Scales in a Retail Setting, Vol. 18

Parasuraman, 1991, Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, 67, 420

Parasuraman, 1985, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49, 41, 10.2307/1251430

Parasuraman, 1988, SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality, Journal of Retailing, 64, 12

Zeithaml, 1993, The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, 21, 1, 10.1177/0092070393211001