Keywords
Affiliated Institutions
Related Publications
A Multistage Model of Customers' Assessments of Service Quality and Value
This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model i...
Measuring Service Quality: A Reexamination and Extension
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A...
Personal Factors in Organizational Identification
This is a study of the personal dynamics of the process of organizational identification in the U.S. Forest Service, an organization noted for the high degree of organizational ...
Linking service quality, customer satisfaction, and behavioral intention.
Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purcha...
SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of...
Publication Info
- Year
- 1996
- Type
- article
- Volume
- 35
- Issue
- 1
- Pages
- 1-15
- Citations
- 365
- Access
- Closed
External Links
Social Impact
Social media, news, blog, policy document mentions
Citation Metrics
Cite This
Identifiers
- DOI
- 10.1016/0148-2963(94)00077-8