Using norms to improve the interpretation of service quality measures

Using norms to improve the interpretation of service quality measures The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years, however, debate has emerged on how this comparison process should be operationalized and comparative analyses have been performed to assess the psychometric properties and diagnostic usefulness of different operationalizations. Reviews problems in the interpretation of service quality measures and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Using norms to improve the interpretation of service quality measures

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Abstract

The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years, however, debate has emerged on how this comparison process should be operationalized and comparative analyses have been performed to assess the psychometric properties and diagnostic usefulness of different operationalizations. Reviews problems in the interpretation of service quality measures and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality.

Journal

Journal of Services MarketingEmerald Publishing

Published: Feb 1, 1997

Keywords: Assessment; Dentists; Service quality

References

  • Improving the measurement of service quality
    Brown, T.J.; Churchill, G.A. Jr; Peter, J.P.

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