TITLE

An Evaluation of the SERVQUAL Scales in a Retailing Setting

AUTHOR(S)
Finn, David W.; Lamb Jr., Charles W.
PUB. DATE
January 1991
SOURCE
Advances in Consumer Research;1991, Vol. 18 Issue 1, p483
SOURCE TYPE
Conference Proceeding
DOC. TYPE
Article
ABSTRACT
A series of articles by Parasuraman, Zeithaml, and Berry has traced the development of a theory that attempts to explain how consumers acquire perceptions of the quality of service firms. Parallel with their theory development, Parasuraman, et al. have experimented with various ways of measuring the hypothetical dimensions of service quality. Their latest effort resulted in a set of scales they have named SERVQUAL. The research reported here examined the usefulness of SERVQUAL in a retail setting. Results do not support the proposition that the instrument can he used to assess perceived service quality in retailing.
ACCESSION #
6522231

 

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