SERVQUAL: review, critique, research agenda

SERVQUAL: review, critique, research agenda Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

SERVQUAL: review, critique, research agenda

European Journal of Marketing, Volume 30 (1): 25 – Jan 1, 1996

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
D.O.I.
10.1108/03090569610105762
Publisher site
See Article on Publisher Site

Abstract

Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.

Journal

European Journal of MarketingEmerald Publishing

Published: Jan 1, 1996

Keywords: Measurement; Quality management; Service quality; Technology

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