The service-quality puzzle

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

Research output: Contribution to journalArticle

220 Citations (Scopus)

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 - 1988
Externally publishedYes

Fingerprint

Business success
Business failures
Service quality

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

Cite this

The service-quality puzzle. / Berry, Leonard L.; Parasuraman, Ananthanarayanan; Zeithaml, Valarie A.

In: Business Horizons, Vol. 31, No. 5, 1988, p. 35-43.

Research output: Contribution to journalArticle

Berry, Leonard L. ; Parasuraman, Ananthanarayanan ; Zeithaml, Valarie A. / The service-quality puzzle. In: Business Horizons. 1988 ; Vol. 31, No. 5. pp. 35-43.
@article{6602a3d5f8b147e3b23472f8ccccdbd1,
title = "The service-quality puzzle",
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.",
author = "Berry, {Leonard L.} and Ananthanarayanan Parasuraman and Zeithaml, {Valarie A.}",
year = "1988",
doi = "10.1016/0007-6813(88)90053-5",
language = "English (US)",
volume = "31",
pages = "35--43",
journal = "Business Horizons",
issn = "0007-6813",
publisher = "Elsevier Limited",
number = "5",

}

TY - JOUR

T1 - The service-quality puzzle

AU - Berry, Leonard L.

AU - Parasuraman, Ananthanarayanan

AU - Zeithaml, Valarie A.

PY - 1988

Y1 - 1988

N2 - 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.

AB - 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.

UR - http://www.scopus.com/inward/record.url?scp=0001853904&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0001853904&partnerID=8YFLogxK

U2 - 10.1016/0007-6813(88)90053-5

DO - 10.1016/0007-6813(88)90053-5

M3 - Article

AN - SCOPUS:0001853904

VL - 31

SP - 35

EP - 43

JO - Business Horizons

JF - Business Horizons

SN - 0007-6813

IS - 5

ER -