Modeling Contextually Elicited Service Quality Expectations
(Sprache: Englisch)
Research on service quality has taken a prominent role in services marketing over the last three and a half decades. From the ground breaking work of early researchers (Grönroos 1978, 1984; Lehtinen and Lehtinen 1982; Parasuraman et al., 1985), attention to...
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Research on service quality has taken a prominent role in services marketing over the last three and a half decades. From the ground breaking work of early researchers (Grönroos 1978, 1984; Lehtinen and Lehtinen 1982; Parasuraman et al., 1985), attention to the issues of measuring, modeling, and managing service quality has grown exponentially (see Rust and Oliver 1994). Of vital importance is the issue of defining and measuring the concept of service quality, since doing so accurately determines both its theoretical and practical use. Two decades ago, controversy erupted as to how service quality should be measured (Cronin and Taylor 1992, 1994; Parasuraman et al., 1991; Parasuraman et al., 1988, 1994). Part of this controversy revolved around the validity and reliability of SERVQUAL (Parasuraman et al., 1985) and the service dimensions which best predict consumers' overall preferences and perceptions of service quality.
Autoren-Porträt von Stephen Strombeck
Strombeck, StephenStephen Strombeck - Dean, School of Business; Director, MBA Program; Professor, Marketing. Ph.D Marketing from University of Mississippi, 1999. MBA from Pepperdine University, 1988. Bachelor of Arts in Economics from Westmont College, 1986.
Bibliographische Angaben
- Autor: Stephen Strombeck
- 2019, 52 Seiten, Maße: 22 cm, Kartoniert (TB), Englisch
- Verlag: LAP Lambert Academic Publishing
- ISBN-10: 6202013869
- ISBN-13: 9786202013864
Sprache:
Englisch
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