The Behavioral Consequences of Service Quality
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses shou...
Publications
View AllReassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by ...
Institution Info
- Type
- company
- Country
- US
- Publications
- 2
- Citations
- 11,493
External Links
Identifiers
- ROR
- https://ror.org/01h30nm18