More on improving service quality measurement

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml

Research output: Contribution to journalArticlepeer-review

389 Scopus citations

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.

Original languageEnglish (US)
Pages (from-to)140-147
Number of pages8
JournalJournal of Retailing
Volume69
Issue number1
DOIs
StatePublished - Jan 1 1993
Externally publishedYes

ASJC Scopus subject areas

  • Marketing

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