Improving the measurement of service quality

Journal of Retailing

Volumn 69, Issue 1, 1993, Pages 127-139

  Brown, Tom J ^a   Churchill Jr , Gilbert A ^a   Peter, J Paul ^a  

^a UNIVERSITY OF WISCONSIN MADISON   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 27544444561     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0022-4359(05)80006-5     Document Type: Article

References (16)

1. Adapting the ‘SERVQUAL’ Scale to Health Care Environment: An Empirical Assessment
2. Quality Measurement in Professional Services Firms
3. Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions
4. Using Buyers' Perceptions of Service Quality to Guide Strategy Development
5. Users' Perceptions of the Relative Importance of Service Quality Dimensions in Selected Public Recreation Programs
6. Measuring Service Quality A Reexamination and Extension
7. An Evaluation of the SERVQUAL Scales in a Retail Setting
8. Difference Scores Measures of Organizational Behavior Variables: A Critique
9. Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry
10. The Development of a Scale to Measure Consumer Discontent
11. SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality
12. Refinement and Reassessment of the SERVQUAL Scale
13. Caution in the Use of Difference Scores in Consumer Research
14. Relationships Among Research Design Choices and Psychometric Properties of Rating Scales A Meta-Analysis
15. Are Deficiency Scores Deficient?