search query: @author Zeithaml, V. A. / total: 20
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| Author: | Parasurman, A. Berry, L. L. Zeithaml, V. A. |
| Title: | Perceived service quality as a customer-based performance measure (Verbraucherforschung) |
| Journal: | Human Resource Management
1992 : FALL, VOL. 30:3, p. 335-364 |
| Index terms: | |
| Freeterms: | KUNDENDIENST, QUALITÄTSPOLITIK, QUALITÄTSKONTROLLE |
| Language: | eng |
| Abstract: | This study examines organizational barriers to deliver high quality service performance as measured by customer perceptions and expectations. Using an extended service quality model as a conceptual framework, propositions implied by the model and by earlier studies were tested. This required a complex research design involving service companies as well as samples of customers, employees, and managers from each company. Practical implications and an agenda for future research are discussed. |
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