Prioritizing the Dimensions of Service Quality An Empirical Investigation and Strategic Assessment

Prioritizing the Dimensions of Service Quality An Empirical Investigation and Strategic Assessment Much of the earlier empirical work in service management has suggested that the dimensions of service quality may be stable in terms of their relative importance. In particular, the works of Zeithaml et al. postulate that service reliability matters most to customers and that empathy and the tangible aspects of services matter the least. Shows arguments, both conceptually and empirically, so that this observation is not based on strategic thinking nor on a particularly sound set of experiments. The relative priorities of service organizations must be established through the strategy formulation process and are likely to vary, quite logically, according to market choices and operations process characteristics. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Prioritizing the Dimensions of Service Quality An Empirical Investigation and Strategic Assessment

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Publisher
Emerald Publishing
Copyright
Copyright © 1994 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239410068698
Publisher site
See Article on Publisher Site

Abstract

Much of the earlier empirical work in service management has suggested that the dimensions of service quality may be stable in terms of their relative importance. In particular, the works of Zeithaml et al. postulate that service reliability matters most to customers and that empathy and the tangible aspects of services matter the least. Shows arguments, both conceptually and empirically, so that this observation is not based on strategic thinking nor on a particularly sound set of experiments. The relative priorities of service organizations must be established through the strategy formulation process and are likely to vary, quite logically, according to market choices and operations process characteristics.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Oct 1, 1994

Keywords: Classification; Customer satisfaction; Market segmentation; Operations management; Performance measurement; Service quality; Strategy

References

  • Performance Measurement in Service Businesses
    Fitzgerald, L.; Johnston, R.; Brignall, S.; Silvestro, R.; Voss, C.
  • Delivering Quality Service
    Zeithaml, V.A.; Parasuraman, A.; Berry, L.L.

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