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Service quality dimensions: an examination of Grönroos’s service quality model

✍ Scribed by Kang, Gi‐Du; James, Jeffrey

Book ID
120037279
Publisher
Emerald Group Publishing Limited
Year
2004
Tongue
English
Weight
169 KB
Volume
14
Category
Article
ISSN
0960-4529

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Service quality dimensions: an examinati
Service quality dimensions: an examination of Grönroos’s service quality model
✍ Kang, Gi‐Du; James, Jeffrey 📂 Article 📅 2004 🏛 Emerald Group Publishing Limited 🌐 English ⚖ 169 KB

Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically e