Article1990

Defining and Measuring the Quality of Customer Service

Barbara R. Lewis · Vincent‐Wayne Mitchell

418 citations0/0 files storedMarketing Intelligence & Planning

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1979A Paradigm for Developing Better Measures of Marketing Constructs 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1984Strategic Management and Marketing in the Service Sector 2011Service Management and Marketing

Cited by

2001Using SERVQUAL to assess customer satisfaction with public sector services 1993Service Quality Measurement 1994Developing an Instrument to Measure Customer Service Quality in Branch Banking 1998Service quality to service loyalty: A relationship which goes beyond customer services 2009Education as Service: The Understanding of University Experience Through the Service Logic 1997The measurement of service quality: a new P‐C‐P attributes model 2019The effect of service quality and customer satisfaction on customer loyalty 1999Measuring service quality: current thinking and future requirements

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