Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/servqual-review-critique-research-agenda-tD6n4RV3gq
References (71)
-
C. Fornell, D. Larcker (1981)
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics:Journal of Marketing Research, 18
-
D. Iacobucci, K. Grayson, Amy Ostrom (1994)
The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3Advances in Services Marketing and Management, 3
-
Nick Johns (1993)
Quality management in the hospitality industry: part 3. Recent developments.International Journal of Contemporary Hospitality Management, 5
-
T. Brown, Gilbert Churchill, J. Peter (1993)
Improving the measurement of service qualityJournal of Retailing, 69
-
V. Zeithaml, L. Berry, A. Parasuraman (1993)
The nature and determinants of customer expectations of serviceJournal of the Academy of Marketing Science, 21
-
Kenneth Teas (1994)
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a ReassessmentJournal of Marketing, 58
-
G. Fick, J. Ritchie (1991)
Measuring Service Quality in the Travel and Tourism IndustryJournal of Travel Research, 30
-
V. Zeithaml, A. Parasuraman (1994)
Reassessment of expectations as a comparison standard in measuring service quality: Implications, 58
-
Kenneth Teas (1993)
Expectations, Performance Evaluation, and Consumers’ Perceptions of QualityJournal of Marketing, 57
-
M. Richard, A. Allaway (1993)
Service quality attributes and choice behaviourJournal of Services Marketing, 7
-
Gilbert Churchill, Carol Surprenant (1982)
An Investigation into the Determinants of Customer SatisfactionJournal of Marketing Research, 19
-
A. Parasuraman, L. Berry, V. Zeithaml (1990)
An empirical examination of relationships in an extended service quality model -
Gilbert Churchill (1979)
A Paradigm for Developing Better Measures of Marketing ConstructsJournal of Marketing Research, 16
-
B. Lewis (1993)
Service Quality MeasurementMarketing Intelligence & Planning, 11
-
Gaston Leblanc, Nha Nguyen (1988)
Customers' Perceptions of Service Quality in Financial InstitutionsInternational Journal of Bank Marketing, 6
-
Walbridge Sw, Delene Lm (1993)
Measuring physician attitudes of service quality.The Journal of Health Care Marketing, 13
-
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
-
J. Baker, C. Lamb (1993)
Measuring Architectural Design Service QualityJournal of Professional Services Marketing, 10
-
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
-
10.1177/002224378101800104
-
10.1108/08876049310026079
-
R. Michman (1991)
Lifestyle Market Segmentation -
J. Peter (1981)
Construct Validity: A Review of Basic Issues and Marketing PracticesJournal of Marketing Research, 18
-
Kenneth Bernhardt, G. Shostack, C. Grönroos (1984)
Comments on Christian Grönroos' Strategic management and marketing in the service sector -
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
-
10.1177/002224299405800109
-
10.2307/1252216
-
S. Amano
Psychology of ReasoningJapanese Journal of Psychology
-
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality modelHuman Resource Management, 30
-
10.1177/002224378302000308
-
T. Wotruba, Pradeep Tyagi (1991)
Met Expectations and Turnover in Direct SellingJournal of Marketing, 55
-
J. Juran (1951)
Quality-control handbook -
10.1177/002224298805200302
-
A. Parasuraman, L. Berry, V. Zeithaml (1993)
More on improving service quality measurementJournal of Retailing, 69
-
Kim Freeman, J. Dart (1993)
Measuring the Perceived Quality of Professional Business ServicesJournal of Professional Services Marketing, 9
-
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
-
E. Babakus, W. Mangold (1992)
Adapting the SERVQUAL scale to hospital services: an empirical investigation.Health services research, 26 6
-
10.1080/15332969.1993.9985111
-
S. Rigotti, Leyland Pitt (1992)
SERVQUAL as a Measuring Instrument for Service Provider Gaps in Business SchoolsManagement Research News, 15
-
Ruth Bolton, J. Drew (1991)
A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 17
-
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
-
J. Cronin, Steven Taylor (1994)
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 58
-
A. Soliman (1993)
Assessing the quality of health care: a consumerist approach.Health marketing quarterly, 10 1-2
-
W. Mangold, E. Babakus (1991)
Service Quality: the Front‐stage vs. the Back‐stage PerspectiveJournal of Services Marketing, 5
-
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
-
Kathryn Gagliano, J. Hathcote (1994)
Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty StoresJournal of Services Marketing, 8
-
F. Saleh, C. Ryan (1991)
Analysing Service Quality in the Hospitality Industry Using the SERVQUAL ModelService Industries Journal, 11
-
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
-
A. Parasuraman, L. Berry, V. Zeithaml (1988)
A MULTIPLE-ITEM SCALE FOR MEASURING CUSTOMER PERCEPTIONS OF SERVICE QUALITY, 64
-
Reid Re, B. Sandifer-Smallwood (1990)
Exploring perceptions of hospital operations by a modified SERVQUAL approach.Journal of health care marketing, 10 4
-
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
-
Gerard McElwee, T. Redman (1993)
Upward Appraisal in Practice: An Illustrative Example Using the Qualed ModelJournal of Education and Training, 35
-
E. Babakus, G. Boller (1992)
An empirical assessment of the SERVQUAL scaleQuality Engineering, 37
-
P. Wason, P. Johnson-Laird (1972)
Psychology of Reasoning: Structure and Content -
Raymond Kong, Michael Mayo (1993)
Measuring Service Quality in the Business‐to‐business ContextJournal of Business & Industrial Marketing, 8
-
Su Wong, C. Perry (1991)
Customer Service Strategies in Financial RetailingInternational Journal of Bank Marketing, 9
-
Don Scott, David Shieff (1993)
Service Quality Components and Group Criteria in Local GovernmentInternational Journal of Service Industry Management, 4
-
Steven Taylor, Alex Sharland, J. Cronin, W. Bullard (1993)
Recreational Service Quality in the International SettingInternational Journal of Service Industry Management, 4
-
C. Grönroos (1984)
A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 18
-
L. Higgins, J. Ferguson, W. Winston (1991)
Understanding and assessing service quality in health maintenance organizations.Health marketing quarterly, 9 1-2
-
J. Carman (1990)
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensionsJournal of Retailing, 66
-
R. Vandamme, Joseph Leunis (1993)
Development of a Multiple‐item Scale for Measuring Hospital Service QualityInternational Journal of Service Industry Management, 4
-
Marcel Bouman, T. Wiele (1992)
Measuring Service Quality in the Car Service Industry: Building and Testing an InstrumentInternational Journal of Service Industry Management, 3
-
D. Kahneman, Dale Miller (1986)
Norm theory: Comparing reality to its alternativesPsychological Review, 93
-
R. Rust, Anthony Zahorik (1993)
Customer satisfaction, customer retention, and market shareJournal of Retailing, 69
-
R. Woodruff, E. Cadotte, R. Jenkins (1983)
Modeling Consumer Satisfaction Processes Using Experience-Based Norms:Journal of Marketing Research, 20
-
Bruce Hardie, Eric Johnson, P. Fader (1993)
Modeling Loss Aversion and Reference Dependence Effects on Brand ChoiceWharton School: Marketing (Topic)
-
William Boulding, A. Kalra, R. Staelin, V. Zeithaml (1993)
A Dynamic Process Model of Service Quality: From Expectations to Behavioral IntentionsJournal of Marketing Research, 30
-
R. Teas (1993)
Consumer Expectations and the Measurement of Perceived Service QualityJournal of Professional Services Marketing, 8
-
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations -
J. McAlexander, D. Kaldenberg, H. Koenig (1994)
Service quality measurement.Journal of health care marketing, 14 3
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1996 MCB UP Ltd. All rights reserved.
- ISSN
- 0309-0566
- DOI
- 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 Marketing – Emerald Publishing
Published: Jan 1, 1996
Keywords: Measurement; Quality management; Service quality; Technology