10.1016/S0148-2963(00)00171-5

10.1016/S0148-2963(00)00171-5 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 http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png

10.1016/S0148-2963(00)00171-5

Elsevier — Jun 11, 2020

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Elsevier

Abstract

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

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