Measuring Service Quality and Promoting Decentring

The TQM Magazine

Volumn 6, Issue 5, 1994, Pages 50-55

  Webster, Calum ^a   Hung, Li Chu ^b  

^a National Kaohsiung Institute of Technology ^*  (United Kingdom)

^b NATIONAL KAOHSIUNG UNIVERSITY OF APPLIED SCIENCES   (Taiwan)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0542360316     PISSN: 0954478X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09544789410067871     Document Type: Article

References (5)

1. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, Vol. 64 No. 1, 1988, pp. 12–40.
2. Øvretveit, J., Measuring Service Quality, Technical Communications, Letchworth, 1993.
3. Zeithaml, V.A., Parasuraman, A. and Berry, L.L., Delivering Quality Service, The Free Press, New York, NY, 1990.
4. Hung, L.C., “A Study of Adapting the SERVQUAL Instrument to Hotel Service Encounters”, MSc Quality Management Thesis, University of Paisley, Scotland, 1993.
5. Donaldson, M., Children's Minds, Fontana, Glasgow, Scotland, 1978.