Assessing and improving service performancefor maximum impact: Insights from a two-decade-long research journey

Performance Measurement and Metrics

Volumn 5, Issue 2, 2004, Pages 45-52

  Parasuraman, A ^a  

^a UNIVERSITY OF MIAMI   (United States)

Author keywords

Customer services quality; Performance measures

Indexed keywords

EID: 84993084425     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/14678040410546064     Document Type: Article

References (8)

1. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000), “A conceptual framework for understanding e-service quality: implications for future research and managerial practice”, MSI Working Paper, Report no. 00-115, Marketing Science Institute, Cambridge, MA.
2. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
3. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420-450.
4. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
5. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201-230.
6. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, pp. 31-46.
7. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, New York, NY.
8. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), “Service quality delivery through Web sites: a critical review of extant knowledge”, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362-375.