Concepedia

A measure of service quality for retail stores: Scale development and validation

Pratibha A. Dabholkar, Dayle I. Thorpe, Joseph O. Rentz

Journal of the Academy of Marketing Science · 1996 · 1.9K citations · 24 references

Concepts

BusinessMarketing ManagementRetail ManagementPerformance MeasurementRetail MarketingRetail Service ManagementCustomer Experience ManagementCustomer Performance MeasurementCustomer SatisfactionCustomer Service ManagementCustomer Service PerformanceService QualityCustomer Service MeasurementRetail Service QualityRetail Service Quality DevelopmentService Quality IndicatorsService Quality ModelsService Quality PerceptionStore Performance Measurement

References

24

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

Business, Marketing, Marketing Management +12

Harvard business review

Journal of the American Dietetic Association · 1993 · 18.3K citations

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

Business, Marketing, Marketing Management +13

Zero defections: quality comes to services.

Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations

Management, Quality Management, Strategic Management +15

Refinement and reassessment of the SERVQUAL scale.

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

Education, Psychology, Quality Management +9