Journal of Marketing · 1994 · 1.2K citations · 19 references
BusinessMarketingMarketing ManagementPerformance MeasurementServices MarketingTotal Quality ManagementCustomer SatisfactionQuality MeasurementService Delivery EvaluationService EvaluationService Performance MeasurementService QualityCustomer ExpectationsPerceived Service QualityPerceived Service Quality MeasurementQuality Of Service AssessmentService ExpectationsService PerformanceService Quality AssessmentService Quality Measurement
The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.
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