Customer Relationships and Experiences
Communication and Control Processes in the Delivery of Service QualityJan 1, 1987 Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, 1987, 87-100
Develops a model of how organization processes affect service quality; discusses how measures might be developed and how the model might be tested empirically.
SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service QualityJan 1, 1986 A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry, 1986, 86-108
Uses earlier qualitative research to develop and refine a 26-item instrument for assessing customer perceptions of the quality of a service firm.
A Conceptual Model of Service Quality and Its Implications for Future ResearchJan 1, 1984 A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, 1984, 84-106
Proposes model, research propositions, and preliminary measures for research on quality in service businesses.
Services Marketing: New Insights from Consumers and ManagersJan 1, 1981 Eric Langeard, John E. G. Bateson, Christopher H. Lovelock, and Pierre Eiglier, 1981, 81-104
Based on a survey of service firm field managers and customers, examines willingness of customers to participate in delivery of services, field managers' understanding of their customers' needs, and organizational relationships in service businesses.
Managing Customer Satisfaction in Consumer Service BusinessesJan 1, 1980 John A. Czepiel, 1980, 80-109
Characterizes the essential tasks of the managerial process in consumer service businesses; reports pilot application of this model in three large companies.
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