Keywords
Affiliated Institutions
Related Publications
A Gap Analysis of Professional Service Quality
Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally importan...
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...
Evolving to a New Dominant Logic for Marketing
Marketing inherited a model of exchange from economics, which had a dominant logic based on the exchange of “goods,” which usually are manufactured output. The dominant logic fo...
Strategic types, distinctive marketing competencies and organizational performance: A multiple measures‐based study
Abstract A new, multi‐item scale for operationalizing Miles and Snow's (1978) strategic typology— defenders, prospectors, analyzers, and reactors—is proposed and field‐tested in...
Return on Quality (ROQ): Making Service Quality Financially Accountable
Many companies have been disappointed by a lack of results from their quality efforts. The financial benefits of quality, which had been assumed as a matter of faith in the “rel...
Publication Info
- Year
- 1987
- Type
- article
- Volume
- 15
- Issue
- 3
- Pages
- 1-11
- Citations
- 163
- Access
- Closed
External Links
Social Impact
Social media, news, blog, policy document mentions
Citation Metrics
Cite This
Identifiers
- DOI
- 10.1177/009207038701500301