haku: @journal_id 69 / yhteensä: 714
viite: 86 / 714
| Tekijä: | Cronin, J. Jr Taylor, S. |
| Otsikko: | SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality |
| Lehti: | Journal of Marketing
1994 : JAN, VOL. 58:1, p. 125-131 |
| Asiasana: | MEASUREMENT DECISION MAKING SERVICE |
| Kieli: | eng |
| Tiivistelmä: | The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. They demonstrate that the major concerns voiced by these authors are supported neither by a critical review of their discussion nor the emerging literature. Several research issues relative to service quality measurement and strategic decision making also are identified. |
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