Measuring quality and client satisfaction in professional business services

Journal of Professional Services Marketing

Volumn 14, Issue 2, 1996, Pages 25-37

  Weekes, David J ^a   Scott, Mark E ^a   Tidwell, Paula M ^a  

^a CHARLES STURT UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0038655372     PISSN: 07484623     EISSN: None     Source Type: Journal    
DOI: 10.1300/J090v14n02_03     Document Type: Article

References (12)

1. Bojanic, D., David C., “Quality Measurement in Professional Service Firms,” Journal of Professional Services Marketing, Vol 7, Iss 2, 1991, pp. 27-36.
2. Carman, James M., “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions” Journal of Retailing, 1990, Vol 66, Spring, pp. 33-35.
3. Day, Ellen and Barksdale, Hiram C. Jr., “How Firms Select Professional Services,” Industrial Marketing Management (MM), Vol 21, Iss 2, 1992, pp. 85-91.
4. Freeman, Kim D. & Dart, Jack, “Measuring the Perceived Quality of Professional Business Services,” Journal of Professional Marketing Services, Vol 9, Iss 1, 1993, pp. 27-47.
5. Gummerson, Evert, “Service Quality and Product Quality Combined,’' Service Research Center-CTF, Karlstad, Sweden, 1989, p. 16.
6. Hepworth, Michael, “Canadians need to learn more about Customer Expectations,” Marketing News, 16 March, 1992, V 16, 16, p. 18.
7. Morgan, Neil A., “Professional Accountancy Firms and Marketing,” The Services Industry Journal, 1990, pp. 599-613.
8. Parasuraman, A.; Zeithaml, V.A.; and Berry, L.L., “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Vol 49, Fall 1985, pp. 41-50.
9. Parasuraman, A.; Zeithaml, V.A.; and Berry, L.L., (1988), “SERVQUAL: A Multi-Item Scale for Measuring Consumer Perception of Service Quality,” Journal of Retailing, Vol 64, Spring, pp. 2-40.
10. Patterson, Paul G., “Expectations and Product Performance as Determinants of Satisfaction for a High Involvement Purchase,” Psychology and Marketing, Vol 10, Iss 5, 1993, pp. 449-465.
11. Richard, Michael D. and Allaway, Arthur W., “Service Quality Attributes and Choice Behaviour,” Journal of Services Marketing, Vol 7, No. 1, 1993, pp.59-68.
12. Walbridge, Stephenie W. and Delene, Linda M., “Measuring Physician Attitudes of Service Quality,” Journal of Health Care Marketing, Winter, 1993, pp. 6-15.