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| Author: | Morrison Coulthard, L.J. |
| Title: | Measuring service quality: a review and critique of research using SERVQUAL |
| Journal: | International Journal of Market Research
2004 : VOL. 46:4, p. 479-497 |
| Index terms: | Marketing research Service management Quality |
| Language: | eng |
| Abstract: | The paper examines the impact of SERVQUAL on the measurement of service quality. Research highlighting conceptual, methodological and interpretative problems is critically reviewed in the light of research on the cognitive psychology of survey responding. |
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