Journal ArticleDOI
A Service Quality Model and its Marketing Implications
TLDR
In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.Abstract:
Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.read more
Citations
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Evaluating service encounters: The effects of physical surroundings and employee responses.
TL;DR: For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm as mentioned in this paper. But this evaluation may not be accurate.
Journal ArticleDOI
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:
TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.
Journal ArticleDOI
An empirical assessment of the SERVQUAL scale
Emin Babakus,Gregory W. Boller +1 more
TL;DR: In this paper, a review of the potential problems and the findings from an empirical study are presented in this article, suggesting that the dimensionality of service quality may depend on the type of services under study.
Journal ArticleDOI
Critical service logic: making sense of value creation and co-creation
Christian Grönroos,Päivi Voima +1 more
TL;DR: The authors analyzes value creation and co-creation in service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation.
Journal ArticleDOI
SERVQUAL: review, critique, research agenda
TL;DR: In this paper, a number of theoretical and operational concerns have been raised concerning SERVQUAL, and a research agenda has been proposed to address these concerns, which is based on the work presented in this paper.
References
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Journal ArticleDOI
A Service‐Orientated Approach to Marketing of Services
TL;DR: In this article, the authors conducted a study among several companies in Sweden and Finland with regard to market orientation of service as against physical goods and found that the main difference between them was the difficulty of developing a concrete, tangible service offering.