Measuring Service Quality: A Reexamination and Extension
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A...
Publications
5 shownSERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
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...
A crossâsectional test of the effect and conceptualization of service value
Focusses attention on service value as a construct which may help explain consumer decision making; however, to date this attention has been largely conceptual. Finds from the r...
Frequent Co-Authors
Researcher Info
- h-index
- 5
- Publications
- 5
- Citations
- 21,541
- Institution
- Florida State University
External Links
Impact Metrics
h-index
5
h-index: Number of publications with at least h citations each.