More on improving service quality measurement

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

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A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

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Refinement and reassessment of the SERVQUAL scale.

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Journal of Retailing · 1991 · 4K citations

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Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

James M. Carman · Journal of Retailing · 1990 · 2.9K citations

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The Nature and Determinants of Customer Expectations of Service

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of the Academy of Marketing Science · 1993 · 2.7K citations

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