Abstract
Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.
Keywords
MarketingBusinessService qualityDimension (graph theory)Quality (philosophy)Sample (material)Service (business)Test (biology)Services marketingService guaranteeService designService provider
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Publication Info
- Year
- 1984
- Type
- article
- Volume
- 18
- Issue
- 4
- Pages
- 36-44
- Citations
- 6398
- Access
- Closed
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Cite This
Christian Grönroos
(1984).
A Service Quality Model and its Marketing Implications.
European Journal of Marketing
, 18
(4)
, 36-44.
https://doi.org/10.1108/eum0000000004784
Identifiers
- DOI
- 10.1108/eum0000000004784