Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model

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

Research output: Contribution to journalArticlepeer-review

217 Scopus citations

Abstract

This study empirically examines organizational barriers to delivering high‐quality service performance as measured by customer perceptions and expectations. Using the extended service‐quality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 35–48) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have practical implications and suggest an agenda for future organizational research.

Original languageEnglish (US)
Pages (from-to)335-364
Number of pages30
JournalHuman Resource Management
Volume30
Issue number3
DOIs
StatePublished - 1991
Externally publishedYes

ASJC Scopus subject areas

  • Applied Psychology
  • Strategy and Management
  • Organizational Behavior and Human Resource Management
  • Management of Technology and Innovation

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