The nomological net of perceived service quality

The nomological net of perceived service quality 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

The nomological net of perceived service quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239710174408
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Oct 1, 1997

Keywords: Empirical studies; Expectations; Fast‐food industry; Service quality

References

  • Improving the measurement of service quality
    Brown, T.J.; Churchill, G.A.; Peter, J.P.
  • Estimating zones of tolerance in perceived service quality and perceived service value
    Liljander, V.; Strandvik, T.
  • Consumer satisfaction with government services
    Roth, V.J.; Bozinoff, L.
  • Tolerance Zones in Perceived Service Quality
    Strandvik, T.
  • Services Marketing
    Zeithaml, V.A.; Bitner, M.J.

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