The service-quality puzzle

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

Research output: Contribution to journalArticlepeer-review

228 Scopus citations

Abstract

Service quality can often make the difference between a business's success and failure. But what causes problems, and what can a business do to eliminate them? The answers are here.

Original languageEnglish (US)
Pages (from-to)35-43
Number of pages9
JournalBusiness Horizons
Volume31
Issue number5
DOIs
StatePublished - Jan 1 1988
Externally publishedYes

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

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