Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

A Conceptual Model of Service Quality and Its Implications for Future Research

A Conceptual Model of Service Quality and Its Implications for Future Research The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Marketing SAGE

A Conceptual Model of Service Quality and Its Implications for Future Research

Loading next page...
 
/lp/sage/a-conceptual-model-of-service-quality-and-its-implications-for-future-J1BsfTVfh4

References (35)

Publisher
SAGE
Copyright
© 1985 American Marketing Association
ISSN
0022-2429
eISSN
1547-7185
DOI
10.1177/002224298504900403
Publisher site
See Article on Publisher Site

Abstract

The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.

Journal

Journal of MarketingSAGE

Published: Sep 1, 1985

There are no references for this article.