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Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.
International Journal of Service Industry Management – Emerald Publishing
Published: Oct 1, 1997
Keywords: Empirical studies; Expectations; Fast‐food industry; Service quality
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