Measuring Architectural Design Service Quality

1994-01-28articleJournal of Professional Services Marketing62 citationsclosed

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

Abstract

Results of a study designed to determine what specifi- cally constitutes service quality in a commercial architectural design context are used to illustrate a procedure that professional service firms can use to develop their own measures of service quality. The importance of outcome criteria, as opposed to more commonly dis- cussed process criteria, is also examined in a professional service context.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research

1982Quality, productivity, and competitive position

1989A Gap Analysis of Professional Service Quality

1983Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses

1991Quality Measurement in Professional Services Firms

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