More on improving service quality measurement
Public Deposited- Creator
-
Parasuraman, A.
- Other Affiliation: College of Business Administration Texas A&M University College Station, Texas, USA
-
Berry, Leonard L.
- Other Affiliation: College of Business Administration Texas A&M University College Station, Texas, USA
-
Zeithaml, Valarie A.
- Other Affiliation: Schmalensee/Zeithaml Chapel Hill, North Carolina, USA
- Abstract
- In this note we respond to Brown, Churchill, and Peter's (1993) critique of SERVQUAL's difference-score conceptualization. We demonstrate that the claimed psychometric superiority of the alternative non-difference score conceptualization is debatable. We also argue that the SERVQUAL conceptualization offers richer diagnostics.
- Date of publication
- 1993
- DOI
- Identifier
- 2-s2.0-58149206846
- https://doi.org/10.1016/S0022-4359(05)80007-7
- Related resource URL
- Resource type
- Article
- Rights statement
- In Copyright
- Journal title
- Journal of Retailing
- Journal volume
- 69
- Journal issue
- 1
- Page start
- 140
- Page end
- 147
- Language
- English
- Version
- Publisher
- ISSN
- 0022-4359
Relations
- Parents:
This work has no parents.
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