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A Framework for Conducting a Services Marketing Audit · Study

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ArticleA Framework for Conducting a Services Marketing Audit

Leonard L. Berry1991

Article1991

A Framework for Conducting a Services Marketing Audit

Leonard L. Berry · Jeffrey S. Conant

121 citations·0/0 files stored·Journal of the Academy of Marketing Science

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

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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 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979A Paradigm for Developing Better Measures of Marketing Constructs 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 1985Problems and Strategies in Services Marketing

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Details

Year1991

Typearticle

Published1991-06-01

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations121

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/bf02726500

openalex_workW2073784773

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