Customer perceptions of service quality: A critique

Total Quality Management

Volumn 12, Issue 1, 2001, Pages 111-124

  Sureshchandar, G S ^a   Rajendran, Chandrasekharan ^a   Kamalanabhan, T J ^a  

^a INDIAN INSTITUTE OF TECHNOLOGY MADRAS   (India)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442311243     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120020010138     Document Type: Article

References (56)

1. AHIRE, L.S., LANDEROS, R. & GOLHAR, D.Y. (1995) Total quality management: a literature review and an agenda for future research, Production and Operations Management, 4, pp. 277-306.
2. BABAKUS, E. & BOLLER, G.W. (1992) An empirical assessment of the SERVQUAL scale, Journal of Business Research, 24, pp. 253-268.
3. BAKER, J., BERRY, L.L. & PARASURAMAN, A. (1988) The marketing impact of branch facility design, Journal of Retail Banking, 10, pp. 33-42.
4. BATESON, J.E.G. (1977) Do we need service marketing?, Marketing Consumer Services: New Insights, Report No. 77-115, Cambridge, MA, Marketing Services Institute.
5. BATESON, J.E.G. (1979) Why we need service marketing? In: O.C. FERRELL, S.W. BROWN & C.W. LAMB, JR (Eds) Conceptual and Theoretical Developments in Marketing (Chicago, American Marketing), pp. 163-177.
6. BERRY, L.L. (1980) Service marketing is different, Business, 30, pp. 24-29.
7. BERRY, L.L. & CLARK, T. (1986) Four ways to make services more tangible, Business, pp. 53-54.
8. BESSOM, R.M. & JACKSON, D.W. (1975) Service retailing - a strategic marketing approach, Journal of Retailing, 8, pp. 137-149.
9. BITNER, M.J. (1992) Servicescapes: the impact of physical surroundings on customers and employees, Journal of Marketing, 56, pp. 57-71.
10. BOWEN, D.E. & SCHNEIDER, B. (1988) Services marketing and management: implications for organizational behaviour, Research in Organizational Behaviour, 10, pp. 43-80.
11. BROWN, T.J., CHURCHILL, G.A., JR & PETER, J.P. (1993) Improving the measurement of service quality, Journal of Retailing, 69, pp. 127-139.
12. BUTTLE, F. (1996) SERVQUAL: review, critique, research agenda, European Journal of Marketing, 30, pp. 8-32.
13. CARMAN, J.M. (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, 66, pp. 33-55.
14. CARMAN, J.M. & LANGEARD, E. (1980) Growth strategies of service firms, Strategic Management Journal, 1, pp. 7-22.
15. CRONIN, J.J. & TAYLOR, S.A. (1992) Measuring service quality: a re-examination and extension, Journal of Marketing, 56, pp. 55-68.
16. CRONIN, J.J. & TAYLOR, S.A. (1994) SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, 58, pp. 125-131.
17. FINN, D.W. & LAMB, C.W., JR (1991) An evaluation of the SERVQUAL scales in a retail setting.In: R.H. HOLMAN & M.R. SOLOMON (Eds) Advances in Consumer Research, (Provo, UT, Association for Consumer Research), p. 18.
18. GRONROOS, C. (1978) A service-oriented approach to the marketing of services, European Journal of Marketing, 12, pp. 588-601.
19. GRONROOS, C. (1982) Strategic Management and Marketing in the Service Sector (Helsingfors, Swedish School of Economics and Business Administration).
20. HARBER, D., BURGESS, K. & BARCLAY, D. (1993a) Total quality management as a cultural intervention: an integrative review, International Journal of Quality and Reliability Management, 10, pp. 17-27.
21. HARBER, D., BURGESS, K. & BARCLAY, D. (1993b) Total quality management as a cultural intervention: an empirical study, International Journal of Quality and Reliability Management, 10, pp. 28-46.
22. HAUSER, J.R. & CLAUSING, G.I. (1988) The house of quality, Harvard Business Review, 66, pp. 63-73.
23. LEVITT, T. (1981) Marketing intangible products and product intangibles, Harvard Business Review, 59, pp. 94-102.
24. MAISTER, D.H. (1982) Managing service enterprises in the eighties. In: E.E. SCHEUING (Ed.) The Service Economy (New York, KCG Productions).
25. MALCOLM BALDRIGE NATIONAL QUALITY AWARD GUIDELINES (1998) US Department of Commerce and Technology Administration, NIST.
26. MILAKOVICH, E.M. (1995) Improving Service Quality (Delray Beach, FL, St Lucie Press).
27. MILLS, P.K. & MOBERG, D.J. (1982) Perspectives on the technology of service operations, Academy of Management Review, 7, pp. 467-478.
28. MILLS, P.K. & MORRIS, J.H. (1986) Clients as partial employees of service organizations: ole development in client participation, Academy of Management Review, 11, pp. 726-735.
29. NORMAN, R. (1991) Service Management (West Sussex, John Wiley).
30. PARASURAMAN, A., BERRY, L.L. & ZEITHAML, V.A. (1991) Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, 67, pp. 420-450.
31. PARASURAMAN, A., BERRY, L.L. & ZEITHAML, V.A. (1993) More on improving service quality measurement, Journal of Retailing, 69, pp. 140-147.
32. PARASURAMAN, A., ZEITHAML, V.A. & BERRY, L.L. (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, pp. 41-50.
33. PARASURAMAN, A., ZEITHAML, V.A. & BERRY, L.L. (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Spring, pp. 12-40.
34. PARASURAMAN, A., ZEITHAML, V.A. & BERRY, L.L. (1994a) Reassessment of expectations as a comparison standard in measuring service quality: implications for further research, Journal of Marketing, 58, pp. 111-124.
35. PARASURAMAN, A., ZEITHAML, V.A. & BERRY, L.L. (1994b) Alternating scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria, Journal of Retailing, 70, pp. 201-230.
36. REICHELD, F. & SASSER, W. E., JR (1990) Zero defections: quality comes to services, Harvard Business Review, 68, pp. 105-111.
37. RUST, R.T. & OLIVER, R.L. (1994) Service quality: insights and managerial implications from the frontier. In: R.T. RUST & R.L. OLIVER (Eds) Service Quality: New Directions in Theory and Practice (London, Sage Publications), pp. 1-20.
38. SCHNEIDER, B., ASHWORTH, S.D., HIGGS, A.C. & CARR, L. (1996a) Design, validity, and use of strategically focused employee attitude surveys, Personnel Psychology, 49, pp. 695-705.
39. SCHNEIDER, B. & BOWEN, D.E. (1985) Employee and customer perceptions of service in banks: replication and extension, Journal of Applied Psychology, 70, pp. 423-433.
40. SCHNEIDER, B. & BOWEN, D.E. (1992) Personnel /human resources management in the service sector, Research in Personnel and Human Resource Management, 10, pp. 1-30.
41. SCHNEIDER, B. & BOWEN, D.E. (1993) The service organization: human resources management is crucial, Organizational Dynamics, 21, pp. 39-52.
42. SCHNEIDER, B. & BOWEN, D.E. (1995) Winning the Service Game (Boston, MA, Harvard Business School Press).
43. SCHNEIDER, B., BRIEF, A.P. & Guzzo, R.A. (1996b) Creating a climate and culture for sustainable organizational change, Organizational Dynamics.
44. SCHNEIDER, B., GUNNARSON, S.K. & NILES-JOLLY, K. (1994) Creating the climate and culture of success, Organizational Dynamics.
45. SPENLEY, P. (Ed.) (1994) Total Quality Management - A Peratec Executive Briefing (London, Chapman & Hall).
46. STEBBING, L. (1993) Quality Management in the Service Industry (West Sussex, Ellis Horwood).
47. SUNDSTROM, E. & ALTMAN, I. (1989) Physical environments and work-group effectiveness, Research in Organizational Behaviour, 11, pp. 175-209.
48. TEAS, R.K. (1994) Expectations as a comparison standard in measuring service quality: an assessment of a reassessment, Journal of Marketing, January, pp. 132-139.
49. TEAS, R.K. (1993) Expectations, performance evaluation, and consumers' perceptions of quality, Journal of Marketing, October, pp. 18-34.
50. THOMAS, D.R.E. (1978) Strategy is different in service business, Harvard Business Review, 56, pp. 158-165.
51. UPAH, G.D. & FULTON, J.M. (1985) Situation creation in services marketing. In: J. CZEPIEL, M. SOLOMON & C. SUPRENANT (Eds) The Service Encounter (Lexington, MA, Lexington Books), pp. 255-264.
52. ZEITHAML, V.A., BERRY, L.L. & PARASURAMAN, A. (1993) The nature and determinants of customer expectations of service, Journal f the Academy of Marketing Science, 21, pp. 1-12.
53. ZEITHAML, V.A., BERRY, L.L. & PARASURAMAN, A. (1996) The behavioural consequences of service quality, Journal of Marketing, April, pp. 31-46.
54. ZEITHAML, V.A., PARASURAMAN, A. & BERRY, L.L. (1985) Problems and strategies in services marketing, Journal of Marketing, 49, pp. 33-46.
55. ZEITHAML, V.A., PARASURAMAN, A. & BERRY, L.L. (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York, Free Press).
56. ZEMKE, R. & SCHAAF, D. (1990) The Service Edge (USA, Penguin Books).