A pragmatic view of perceived service quality measurement

Services Marketing Quarterly

Volumn 24, Issue 3, 2003, Pages 29-42

  Hamer, Lawrence O ^a  

^a DEPAUL UNIVERSITY   (United States)

Author keywords

Disconfirmation; Expectations; Perceived performance; Service quality; Service quality measurement

Indexed keywords

EID: 85009552850     PISSN: 15332969     EISSN: 15332977     Source Type: Journal    
DOI: 10.1300/J396v24n03_03     Document Type: Article

References (18)

1. Babakus, Emin and Gregory W. Boller (1992), “An Empirical Assessment of the SERVQUAL Scale,” Journal of Business Research, 24: 253-268.
2. Bolton, Ruth N. and James H. Drew (1991a), “A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes,” Journal of Marketing, 55(January): 1-9.
3. Bolton, Ruth N. and James H. Drew (1991b), “A Multistage Model of Consumers’ Assessments of Service Quality and Value,” Journal of Consumer Research, 17(March): 375-384.
4. Boulding, William, Ajay Kalra, Richard Staelin, and Valarie Zeithaml (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions,” Journal of Marketing Research, 30(February): 7-27.
5. Brown, Tom J., Gilbert A. Churchill and J. Paul Peter (1993), “Improving the Measurement of Service Quality,” Journal of Retailing, 69(Spring): 127-139.
6. Carman, James M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, 66(Spring): 33-55.
7. Cronin, J. Joseph and Stephan A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(July): 55-68.
8. Devlin, Susan J., H.K. Dong, and Marbue Brown (1993), “Selecting a Scale for Measuring Quality,” Marketing Research: A Magazine of Management and Applications, 5(3): 12-17.
9. Hamer, Lawrence O. (1999), “Measuring Service Quality: Practical Considerations,” Marketing for the Millennium: The Proceedings of the Atlantic Marketing Association, ed. Jerry W. Wilson, v 15, 133-141.
10. Hamer, Lawrence O., Ben Shaw-Ching Liu, and D. Sudarshan (1999), “The Effects of Intraencounter Changes in Expectations on Perceived Service Quality Models,” Journal of Service Research, 1(February), 275-289.
11. Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1991), “Refinement and Reassessment of the SERVQUAL Scale.” Journal of Retailing, 67(Winter): 420-450.
12. Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1993), “More on Improving Service Quality Measurement,” Journal of Retailing, 69(Spring): 40-47.
13. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49(Fall): 41-50.
14. 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(Spring): 12-40.
15. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1994), “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research,” Journal of Marketing, 58(January): 111-124.
16. Teas, R. Kenneth (1993), “Expectations, Performance Evaluation and Consumers’ Perceptions of Quality,” Journal of Marketing, 57(October): 18-34.
17. Tse, David K. and Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 25(May): 204-212.
18. Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1993), “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, 2191: 1-12.