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SERVQUAL: review, critique, research agenda
1.7K
Citations
66
References
1996
Year
Total Quality ManagementSocial InequalityQuality Of LifeCustomer SatisfactionResearch AgendaService QualityServitizationService ResearchService StudyService ExcellencePsm PerformanceManagementBusinessOperational ConcernsHuman Resource ManagementMarketingEquity Metric
Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.
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