Measuring service quality - A review and critique of research using SERVQUAL

被引：74
|
作者：
Coulthard, LJM [1 ]
机构：
[1] Univ Leicester, Leicester LE1 7RH, Leics, England
来源：
INTERNATIONAL JOURNAL OF MARKET RESEARCH | 2004年 / 46卷 / 04期
关键词：
D O I：
10.1177/147078530404600401
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The impact of SERVQUAL (Parasuraman et al. 1988) on the measurement of service quality is documented. Research highlighting conceptual, methodological and interpretative problems is critically reviewed in the light of recent advancements in service quality measurement and, specifically, research on the cognitive psychology of survey responding. Directions for future research are also discussed.
引用
收藏
页码：479 / 497
页数：19
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