A Practitioner’s Comment on Aimee L. Drolet and Donald G. Morrison’s “Do We Really Need Multiple-Item Measures in Service Research?”

Journal of Service Research

Volumn 4, Issue 2, 2001, Pages 155-158

  Grapentine, Terry H ^a  

^a Grapentine Company Inc   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84992792123     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/109467050142007     Document Type: Article

References (11)

1. Churchill, Gilbert A. Jr. (1979), “A Paradigm for Developing better Measures of Marketing Constructs,” Journal of Marketing Research,16 (February), 64-73.
2. Churchill, Gilbert A. Jr. (1991), Marketing Research: Methodological Foundations, 5th ed. Chicago: Dryden.
3. Drolet, Aimee L. and D. Morrison (2001), “Do We Really Need Multiple-Item Measures in Service Research?” Journal of Service Research, 3 (February), 196-204.
4. Fornell, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, 56, 1-21.
5. Grapentine, Terry (1995), “Dimensions of an Attribute,” Marketing Research: A Magazine of Management and Applications, 7 (Summer), 19-27.
6. Nelson, James E. (1982), The Practice of Marketing Research. Boston: Kent.
7. Oliver, Richard L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response,” Journal of Consumer Research, 20 (3), 418-430.
8. Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1991), “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, 67 (4), 420-449.
9. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64 (1), 12-40.
10. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1994), “Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria,” Journal of Retailing, 70 (3), 201-230.
11. Teas, Kenneth R. and J. Wong (1991), “Measurement of Customer Perceptions of the Retail Bank Service Delivery System,” Journal of Professional Services Marketing, 71, 147-167.