研究论文
SERVQUAL: review, critique, research agenda
Francis A. Buttle
University of Manchester Manchester School of Architecture
来源European Journal of Marketing
年份1996
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摘要与影响
摘要 · 完整
Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.
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学术脉络
学科主题
经济 / 管理Customer Service Quality and Loyalty
Customer churn and segmentation · Technology Adoption and User Behaviour
参考文献 76
Exploring perceptions of hospital operations by a modified SERVQUAL approach.
被引 315R. Eric Reidenbach, B Sandifer-Smallwood · PubMed · 1990
Lifestyle market segmentation
被引 80Choice Reviews Online · 1991
An empirical examination of relationships in an extended service quality model
被引 187Anitha Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Marketing Science Institute eBooks · 1990
此处列出前 3 条
引用本文 1,744
Tourism image, evaluation variables and after purchase behaviour: inter-relationship
被引 1,878J.Enrique Bigné, María Isabel Soler Sánchez, Javier Sánchez · Tourism Management · 2001
The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents
被引 1,583L. Jean Harrison‐Walker · Journal of Service Research · 2001
Service quality models: a review
被引 1,001Nitin Seth, S.G. Deshmukh, Prem Vrat · International Journal of Quality & Reliability Management · 2005
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