search query: @author Danaher, P. J. / total: 6
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| Author: | Danaher, P. J. Mattson, J. |
| Title: | Customer satisfaction during the service delivery process |
| Journal: | European Journal of Marketing
1994 : VOL. 28:5 p. 5-16 |
| Index terms: | CUSTOMERS SERVICE MARKETING QUALITY CONTROL |
| Language: | eng |
| Abstract: | To date service quality research has focused mainly on methods for mmonitoring operations to ensure conformance to specifications (operations perspective). Some well-known work from the latter stream of research is the development of the SERVQUAL instrument (1,2), that measures the gap between expectations and perceptions of the service by the customer, as an indication of service quality. Although this and other work in the area invoke the disconfirmation paradigm from consumer behaviour research, there seems to be considerable debate about the relationship between the core constructs of consumer satisfaction and perceived quality as well as about the appropriateness of the gap approach. |
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