articleTop 1% cited
A Conceptual Model of Service Quality and Its Implications for Future Research
Journal of Marketing · 1985 · Vol. 49(4) · pp. 41–41
Abstract
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
Customer Service Quality and LoyaltyWine Industry and TourismService and Product InnovationQuality (philosophy)BusinessService qualityService (business)MarketingConceptual modelExploratory researchProcess managementSociologyComputer science
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References
Advertising as Information
Journal of Political Economy · 1974 · 3,456 citations
An Investigation into the Determinants of Customer Satisfaction
Journal of Marketing Research · 1982 · 2,918 citations
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