Measuring service quality: is SERVQUAL now redundant?
Article Abstract:
The value of the SERVQUAL scale for determining customer perceptions of service quality is becoming more questionable as there are problems in interpreting the data produced. SERVQUAL is a questionnaire based on five quality dimensions of tangibles, empathy, assurance, responsiveness and reliability. Perceived service quality is determined by the level of discrepancy between customer perceptions and expectations. The value of SERVQUAL is examined.
Publication Name: Journal of Marketing Management
Subject: Business
ISSN: 0267-257X
Year: 1995
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The corporate identity management process revisited
Article Abstract:
Models of the corporate identity management process are developed and evaluated.
Publication Name: Journal of Marketing Management
Subject: Business
ISSN: 0267-257X
Year: 2003
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Six Sigma and service quality: Christian Gonroos revisited
Article Abstract:
The importance of service quality versus service quantity is discussed.
Publication Name: Journal of Marketing Management
Subject: Business
ISSN: 0267-257X
Year: 2001
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