Measuring service quality: a systems approach-Reference-Cited by-同舟云学术

Measuring service quality: a systems approach

Published:1995-12 Issue:5 Volume:9 Page:6-19
ISSN:0887-6045
Container-title:Journal of Services Marketing
language:en
Short-container-title:Journal of Services Marketing

Author:

Johnson Rose L.,Tsiros Michael,Lancioni Richard A.

Publisher

Emerald

Subject

Marketing

Reference16 articles.

1. An empirical assessment of the SERVQUAL scale

2. Improving the measurement of service quality

3. Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66, Spring, pp. 33‐55.

4. SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

5. A Service Quality Model and its Marketing Implications

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