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Service quality: The construct, its dimensionality and its measurement · Study

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ChapterService quality: The construct, its dimensionality and its measurement

Jozée Lapierre1996

Chapter1996

Service quality: The construct, its dimensionality and its measurement

Jozée Lapierre

25 citations·0/0 files stored·Advances in services marketing and management

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

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References

1990Comparative fit indexes in structural models.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1991Refinement and reassessment of the SERVQUAL scale.1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1991A Multistage Model of Customers' Assessments of Service Quality and Value

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2012Consumer-based Brand Equity in the Service Shop 2000Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing

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1996Service quality: The construct, its dimensionality and its measurementchapter · 41 shared references 1998The Role of Corporate Image in the Evaluation of Business-to-Business Professional Services: The Case of Consulting Engineersarticle · 17 shared references 1996Research on service quality evaluation: evolution and methodological issuesarticle · 15 shared references 1995Measuring service quality: Is SERVQUAL now redundant?article · 14 shared references 2003Service quality: a fulfilment‐oriented and interactions‐centred approacharticle · 14 shared references 1999Value Strategy Rather Than Quality Strategyarticle · 13 shared references

Details

Year1996

Typechapter

Published1996-01-01

VenueAdvances in services marketing and management

ISSN-L1067-5671

Languageen

Citations25

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s1067-5671(96)05050-0

openalex_workW4242601865

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