The single most researched area in services marketing to date is service quality. The interest in service quality parallels the focus on quality, total quality management, and satisfaction in business. (Fisk et al., 1993, p. 77) The growth in, and corresponding importance of, the services sector in the US and the world is well-documented (Bateson, 1989; DeSarbo et al., 1994; Henkoff, 1994; Koepp, 1987; Shugan, 1994) . Over 75% of all US jobs now reside in services industries (Shugan, 1994) . Further, the services sector generates over 85% of all new jobs and 66% of the GNP of the US (DeSarbo et al., 1994; Gronroos, 1990; Koepp, 1987) . Research on services marketing has grown correspondingly. In particular, academics and practitioners alike have exhibited considerable interest in the issues that surround the measurement of service quality and the conceptualization of the relationship between service quality and consumer satisfaction. The above quote from Fisk et al. (1993) is indicative of the importance attributed to these issues. The conceptualization and measurement of the service quality construct has been dominated by the use of the SERVQUAL scale introduced by Parasuraman et al. (1988) . Their measurement of service quality proposes a
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera