Service Quality Model (Grönroos, 1984)

European Journal of Marketing
A Service Quality Model and its Marketing Implications

Christian Grönroos,
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36
A Service Quality Model and

i t s Marketing Implications
by Christian Grönroos
The Missing Service Quality Concept

In order to be able to develop service marketing models and service management
models one has to have a clear picture of what customers in the marketplace really
are looking for and what they are evaluating in the customer relation of service firms.
Nevertheless, publications on service marketing—research reports, scientific articles
and books—do not include any explicit model of how the quality of a service is perceiv-
ed and evaluated by consumers[l]. What we need is a model of service quality, i.e.,
a model which describes how the quality of services is perceived by customers. When
we know this, and the components of service quality, we will be able to develop service-
oriented concepts and models more successfully.
The term "service quality" is frequently used by both academicians and practitioners.
However, it is never defined in a way which could guide management decisions. Too
often the term "quality" is used as if it were a variable itself, and not a function of
a range of resources and activities. To state that service firms, for instance, will have
to develop the quality of their services to be able to compete successfully in the future
is meaningless, unless one can: (1) define how service quality is perceived by the con-
sumers; and (2) determine in what way service quality is influenced.
Today we have no service quality concept. Therefore, the purpose of the present
report is to develop a service quality model. This model is tested on a sample of ser-
vice business executives.
Expected Service and Perceived Service

To answer the first question of how service quality is perceived, we may find some
guidance in the literature on consumer behaviour. However, theories and models of
consumer behaviour and buying behaviour do not explicitly consider services. Still,
literature from those areas is of some help to us.
Consumer researchers have not explicitly considered the effects of consumers' percep-
tions of a product after consumption to any considerable extent[2]. However, several
researchers have studied the effect on expectations about product performance on post-
consumption evaluations of the product[3]. Among other things, it has been found
that higher levels of performance lead to higher evaluations, if expectations are held
constant[4] and that conflict arousal, in relation to the consumption of a product,
A Service Quality Model 37
depends on product performance relative to the expectations of the consumer[5].

According to one writer[6] the outcome of a product will be more important to
post-consumption evaluations, the higher the degree of the consumer's personal in-
volvement in the consumption process. Higher involvement leads, for instance, to a
greater degree of noticing.
Typically, services are products which require high consumer involvement in the con-
sumption process. In the buyer-seller interactions, during the simultaneous parts of
production and consumption, the consumer usually will find a lot of resources and
activities to notice, and evaluate. As an example we could think of an airline com-
pany or a provider of conference services. Hence, the consumer's experience of a ser-
vice can be expected to influence his post-consumption evaluation of the service quality
which he has experienced, i.e., the perceived quality of the service[7].
Consequently, it is reasonable to state that the perceived quality of a given service
will be the outcome of an evaluation process, where the consumer compares his ex-
pectations with the service he perceives he has received, i.e., he puts the perceived ser-
vice against the expected service. The result of this process will be the perceived quali-
ty of the service.
Hence, the quality of the service is dependent on two variables: expected service
and perceived service. Therefore, in a service quality model we need to know the
resources and activities, under the control and outside the immediate control of the
firm that have an impact on these variables, i.e., an answer to the second question
stated in the first section of this article. We shall turn to this question in the following
sections.
Promises and Performance

Traditional marketing activities—advertising, field selling, pricing, etc.—can be used
in order to give promises to target customers[8]. Such promises influence the expecta-
tions of the customers, and have an impact on the expected service. Moreover, tradi-
tions ("we have always done so") and ideology (religion, political involvement, etc.)
may also have an effect on a given customer's expectations. The same goes for word-
of-mouth communication.
Furthermore, previous experience with a service also influences the expectations
of a customer. The perceived service, on the other hand, is the result of the consumer's
perception of the service itself. We shall now turn to the issue of how the service is
perceived.
Swan and Comb have suggested that the perceived performance of a product can
be divided into two sub-processes; namely, instrumental performance and expressive
performance[9]. In empirical tests of these concepts and their impact on consumer
satisfaction, made by these two researchers and by others[10], mostly consumer goods
have been considered. The tests and the results of them are, however, of considerable
theoretical relevance to services, too.
The instrumental performance of a product is the technical dimension of the pro-
duct. In the context of services, it would be the technical result of a service produc-
tion process: e.g., a passenger has been transported from one place to another, a medical
problem has been attended to in a hospital, financial transactions of a firm have been
38 European Journal of Marketing 18,4
performed. It is, so to speak, what the customer is left with, when the production
process is finished. Expressive performance is related to "psychological" level of per-
formance. In a service context, the expressive performance would be related to the
buyer-seller interactions, i.e., to the contacts the consumer has with various resources
and activities of the service firm, during the service production process when the
technical outcome, the instrumental performance, is created. As an example, we may
think of an airline passenger's contacts with the employees of the company, physical
and technical resources, such as in-checking desks, the plane itself, seats, meals and
the passenger's contacts with other passengers. The passenger's interactions with such
human and non-human resources during the pre-flight, in-flight, and post-flight pro-
duction processes will certainly have an effect on his evaluations of the service, and
on the service he perceives he has received.
Swan and Combs argue that satisfactory instrumental performance of a product
is a prerequisite for consumer satisfaction, but that this is not enough. If the expressive
performance of a product is not considered satisfactory, the consumer will still feel
unsatisfied, irrespective of the degree of satisfaction caused by the instrumental
performance[1].
For example, a bank may manage the affairs of a customer perfectly in a technical
sense—the instrumental performance is satisfactory—but if the customer is dissatisfied
with the performance of the manager or the teller, or if he does not accept the idea
of an automatic teller machine he is supposed to use, he will probably feel unhappy
with the service he gets from the bank. Similar examples can easily be found from
other areas of the service sector, such as hotels and restaurants, transportation, health
care, repair and maintenance, shipping and consultancy.
In a service quality model, the different kinds of product performance ought to
be translated into quality terms. In the next section we will develop the quality model.
Technical Quality and Functional Quality

The service is basically immaterial and can be characterised as an activity where pro-
duction and consumption to a considerable extent take place simultaneously. In the
buyer-seller interactions the service is rendered to the consumer. Clearly, what hap-
pens in these interactions will have an impact on the perceived service.
The hotel guest will get a room and a bed to sleep in, the consumer of a restaurant's
services will get a meal, the train passenger will be transported from one place to
another, the client of a business consultant may get a new organisation scheme, a
manufacturer may get its goods transported from its inventories to a customer by a
transportation firm, a bank customer may be granted a loan, etc. As we have noticed
earlier, this mere technical outcome of the production process corresponds to the in-
strumental performance of the service. And clearly, this technical outcome of the pro-
cess, i.e., what the consumer receives as a result of his interactions with a service firm,
is important to him and to his evaluation of the quality of the service. This can be
called the technical quality dimension. Frequently, it can be measured by the con-
sumer in a rather objective manner, as any technical dimension of a product.
However, as the service is produced in interaction with the consumers, this technical
quality dimension will not count for the total quality that the consumer perceives he
gets. Obviously, he will also be influenced by the way in which the technical quality
is transferred to him functionally.
The accessibility of a teller machine, a restaurant or a business consultant, the ap-
pearance and behaviour of waiters, bank tellers, travel agency representatives, bus
drivers, cabin attendants, business consultants, plumbers, how these service firm
employees perform, what they say and how they say it do also have an impact on
the customer's view of the service. Furthermore, the more a consumer accepts self-
service activities or other production-related routines, which he is expected to per-
form, the better he will, probably, consider the service. Moreover, the other customers
simultaneously consuming the same or similar services may influence the way in which
a given customer will perceive a service. Other customers may cause queues, disturb
the customer, or they may, on the other hand, have a favourable impact on the at-
mosphere of the buyer-seller interactions.
In summary, the consumer is not only interested in what he receives as an outcome
of the production process, but in the process itself. How he gets the technical
outcome—or technical quality—functionally, is also important to him and to his view
of the service he has received. This quality dimension can be called functional quali-
ty. Functional quality corresponds to the expressive performance of a service. Hence,
we have two quality dimensions, which are quite different in nature: technical quality
which answers the question of what the customer gets, and functional quality which,
on the other hand, answers the question of how he gets it. Obviously, the functional
quality dimension cannot be evaluated as objectively as the technical dimension. As
a matter of fact, the functional dimension is perceived in a very subjective way.
The perceived service is the result of a consumer's view of a bundle of service dimen-
sions, some of which are technical and some of which are functional in nature. When
this perceived service is compared with the expected service, we get the perceived ser-
vice quality. This is schematically illustrated in Figure 1. However, the figure includes
a third quality dimension, the corporate image, which in some cases can be viewed
as a third variable in the quality model. We shall turn to image as a quality dimension
in the next section.
Image as a Quality Dimension

Usually, a service firm cannot hide behind brand names or distributors. In most cases
the consumers will be able to see the firm and its resources during buyer-seller in-
teraction. Therefore, corporate image, or sometimes local image of an office or another
organisational unit, is of utmost importance to most service firms[12]. The expecta-
tions of the consumers are influenced by their view of the company, i.e., by the image.
The corporate image is the result of how the consumers perceive the firm. The most
important part of a firm, which its customers see and perceive, is its services. Therefore,
the corporate image can be expected to be built up mainly by the technical quality
and the functional quality of its services. Of course, there are other factors, which
also may influence the image, but they are normally less important. One may choose
between two types of such factors: external factors, such as tradition, ideology and
word-of-mouth, and on the other hand, traditional marketing activities, such as adver-
tising, pricing and public relations.
When a service firm wants to inform new target markets about its image, tradi-
tional marketing activities like image advertising can be the most effective means of
doing so. Moreover, if customers in an existing market, for some reason or another,
have an image of the firm which does not correspond with reality, traditional marketing
activities can again be expected to be an effective way of communicating the real im-
age to the market. In our opinion, however, advertising campaigns, or other tradi-
tional marketing activities, should not be launched, if the picture of the firm that
is given the customers does not reflect an existing technical quality and functional
quality. All traditional marketing efforts have an impact on the expectations of the
customer, and an advertising campaign which gives the impression that the technical
and/or the functional quality of the service are better than they really are, will result
in an increased expected service level. If the perceived service remains on the same
level as before, the gap between the expected service and the perceived service will
grow, which may lead to conflict arousal. The firm will get disappointed customers.
Finally, disappointed customers may cause the image to deteriorate.
However, the image may be a quality dimension. If a consumer believes that he
goes to a good restaurant and the meal, for instance, is not perfect, or the behaviour
of the waiter is irritating, he may still find the perceived service satisfactory. His positive
image of the restaurant makes him find excuses for his negative experiences. Obviously,
if he is disappointed many times, his image of the restaurant will deteriorate. In a
corresponding manner, a negative image may easily increase perceived problems with
service quality. Moreover, the bad image will probably become even more unfavourable.
Some Empirical Evidence Concerning the Service Quality Model

Tests in the instrumental performance and expressive performance of products indicate
that the first kind of performance is a necessary, but not sufficient, condition for
satisfaction[13]. Swan and Combs also argue that a satisfied consumer will be more
likely to mention expressive attributes, rather than instrumental attributes, as a reason
for his satisfaction.
As far as services are concerned, these observations would suggest that functional
quality is more important to the perceived service than the technical quality, at least
as long as the latter quality dimension is on a satisfactory level. Informal case studies,
which we have done as pilot studies, lead us to the same conclusion.
This is especially important to such service industries, where the mere technical quali-
ty is very similar among firms in the marketplace, and is difficult to differentiate.
As we know, this is the case for a very large number of services.
The hypothesis stated above was tested on a sample consisting of Swedish service
firm executives in 1981. A random sample was drawn from a population consisting
of persons participating in a series of service marketing seminars, and a question-
naire was mailed to the respondents on the average six months after the seminar. The
respondents represent top management as well as marketing and other business func-
tions, mainly internal training and personnel. Moreover, a wide range of service in-
dustries are included in the sample: e.g., banks, insurance companies, hotels,
restaurants, shipping, airline companies, cleaning and maintenance, car rental com-
panies, travel agencies, engineering consultants, architects, business consultants, adver-
tising agencies, and a range of institutions from the public sector.
The items concerning service quality and corporate image are one part of the total
questionnaire only. Approximately 60 per cent of the questionnaires were returned.
This equals 219 respondents. As most service industries are very personnel intensive,
and are likely to stay so in the relevant future, the performance of the employees in-
volved in the buyer-seller interactions—the contact personnel—was used in order to
operationalise the functional quality dimension. The terms contact personnel, technical
quality and functional quality were familiar to the respondents.
The items used, as well as the results, are illustrated in Table I. The answers were
given on Likert-type scales with five points ranging from "agree strongly" (5) to
"disagree strongly" (1). The scales were analysed separately, and the results are given
separately. In the table the results for all respondents are given. The picture did not
change when the data were broken down according to the background variables used,
such as industry, size, position of the respondent, and type of customers.
As we may see from Table I, a very large proportion of the respondents agree strongly
or partly with the five first items. The buyer-seller interaction, where the functional
quality emerges, is considered a more important part of marketing than traditionl
marketing activities. This stresses the view that the quality-generating process, and
especially the buyer-seller interaction, is of utmost importance to service marketing.
We have, in other contexts, defined the management of the buyer-seller interaction
as the interactive marketing function [14] of service firms as a complement to the tradi-
tional marketing function.
Items 2 through 4 indicate that traditional marketing activities are considered
Table I. Items and Results Concerning Service Quality and Corporate Image
Item (1) (2) (3)
Proportion No
agreeing n answer
strongly/
partly(%)
In most cases the everyday contact with customers (the buyer-seller in-
teraction) is a more important part of marketing than traditional
marketing activities, such as advertising, mass communication, etc. 94.1 218 1
The corporate image is more the result of the customer's contacts with
the company (the buyer-seller interaction) than the result of traditional
marketing activities 88.8 216 3
Traditional marketing activities are of marginal importance only to the
view of the corporate image of the customers the firm has today 74.0 218 1
Word-of-mouth communication has a more substantial impact on
potential customers than traditional marketing activities 83.5 216 3
The contact personnel's way of handling the contacts with the
customers, if it is customer-oriented and service-minded, will compen-
sate for temporary problems with the technical quality of the service 91.3 219 0
The contact personnel's way of handling the contacts with the
customers, if it is customer-oriented and service-minded, will compen-
sate for an overall lower technical quality level 37.9 217 2
Comments: The proportions in column 1 are significantly larger than 50 per cent on any significance level,
except for the last item. The frequency distribution is U-shaped for this item. Consequently, no statistical
tests have been applied on the total data material.
marginally important to corporate image, whereas the buyer-seller interaction and word-
of-mouth is considered more effective. The fifth item indicates that functional quali-
ty is considered very important; in fact so important that a high level of functional
quality (contact personnel performance) may compensate for temporary problems with
the technical quality. One may also notice that more than one-third of the respondents
agree strongly or partly with the sixth item, which says that good contact personel
performance may even compensate for an overall lower technical quality level.
Conclusions and Marketing Implications

We may conclude that the functional quality, in fact, seems to be a very important
dimension of the perceived service. In some cases it is more important than the technical
quality dimension. Successful service management may, therefore, mean that atten-
tion is paid to improving the functional quality of a firm's services. Managing the
buyer-seller interaction, and thus creating good functional quality, may be a power-
ful marketing function (interactive marketing), more important than traditional
marketing activities.
The importance of traditional marketing activities to corporate image should not
be over-estimated. The image is mainly the result of the perceived service. Moreover,
the importance of word-of-mouth ought to be remembered.
Managing the perceived service quality means that the firm has to match the
expected service and the perceived service to each other so that consumer satisfaction
is achieved. In order to keep the gap between the expected service and perceived ser-
vice as small as possible, two things seem to be critical to the service firm:
(1) The promises about how the service will perform given by traditional
marketing activities, and communicated by word-of-mouth, must not be
unrealistic when compared to the service the customers eventually will perceive.
(2) Managers have to understand how the technical quality and the functional
quality of a service is influenced, and how these quality dimensions are perceiv-
ed by the customers.
The first consideration has implications for advertising and other traditional
marketing efforts. By such activities a view of the service which is not based on reali-
ty should not be given to the customers. Moreover, for the firm's present customers
such activities are probably far less effective than the impact of the customers percep-
tions of the service. As potential customers are concerned, traditional marketing is
more powerful.
The second consideration brings us back to the service quality model, illustrated
in Figure 1. Management has to understand the importance of the functional quality,
and how the two quality dimensions can be developed. The technical quality dimen-
sion is obviously a result of the know-how which the firm has. This means good
technical solutions, technical abilities of the employees, etc. By appropriate use of
machines and computer-based systems the technical quality may be improved.
However, as we have seen this is not enough. To ensure that the consumers are
satisfied an acceptable functional quality is demanded. The contact personnel are often
of vital importance to functional quality. Moreover, customer-oriented physical
resources and technical resources, as well as the accessibility of the firm's services,
the consumer orientation of self-service systems, and the firm's ability to maintain
a continuous contact with its customers are examples of ways of influencing the func-
tional quality dimension.
In conclusion, one should notice that the quality dimensions are interrelated. An
acceptable technical quality can be thought of as a prerequisite for a successful func-
tional quality. On the other hand, it seems as if temporary problems with the technical
quality may be excused, if the functional quality is good enough. Finally, the impor-
tance of the image should be recognised.
Of course, much more research is needed, especially research on the consumers'
view of service quality.
References
1. See, for example, publications by Wilson, Rathmell, Levitt, Eiglier and Langeard, Berry, Bateson,
Gummesson, George, Thomas, Lovelock, Gronroos and others.
2. Bettman, J.R., An Information Processing Theory of Consumer Choice, Reading, Mass., Addison-
Wesley, 1979, p. 275.
3. See, for example, Lewin, K. et al., "Level of Aspiration", in Hunt, J.M. (ed), Personality and Behaviour
Disorders, Vol. 1, New York, Ronalds, 1944; Cardozo, R.N., "An Experimental Study of Consumer
Effort, Expectation and Satisfaction", Journal of Marketing Research, August, 1965; Cohen, J. and
Goldberg, M.E., "The Effects of Brand Familiarity and Performance upon Post-Decision Product
Evaluation", Paper presented at the American Marketing Association's Workshop on Experimental
Research in Consumer Behaviour, Ohio State University, 1969; Olshavsky, R.W., and Miller, J.A.,
"Consumer Expectations, Product Performance and Perceived Product Quality", Journal of Marketing
Research, February, 1972; Anderson, R.E., "Consumer Dissatisfaction: The Effect of Discontinu-
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and Oliver, R.L., "Effect of Expectation and Disconfirmation on Post-exposure Product Evalua-
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4. See Oliver, R.L., op. cit., 1977.
5. Hansen, F., Consumer Choice Behaviour: A Cognitive Theory, New York, The Free Press, 1972, p. 179.
6. Bettman, J.R., op. cit., p. 272.
7. In the area of industrial services, Johnston and Bonoma have found that firms which successfully
have rendered or currently render a service, often are the only one solicited when a repeat purchase
is to be made. See Johnston, W.J. and Bonoma, T.V., "Purchase Process for Capital Equipment
and Services", Industrial Marketing Management, No. 4, 1981, p. 261.
8. Calonius, H., "Behovs begreppet löfte?", Marknadsvetande, No. 1, 1980 and Calonius, H., "On
the Promise Concept", unpublished working paper, Swedish School of Economics, 1983.
9. Swan, J.E. and Combs, L.J., "Product Performance and Consumer Satisfaction: A New Concept",
Journal of Marketing, April, 1976, p. 26.
10. See Maddox, R.N., "Two-factor Theory and Consumer Satisfaction: Replication and Extension",
Journal of Consumer Research, June, 1981.
11. Swan, J.E. and Combs, L.J., op. cit., p. 26.
12. Bessom, R.M., "Unique Aspects of Marketing of Services", Arizona Business Bulletin, November,
1973, p. 78, and Bessom, R.M. and Jackson, D.W. Jr., "Service Retailing: A Strategic Marketing
Approach", Journal of Retailing, Summer, 1975, p. 78.
13. Swan, J. E. and Combs, L.J., op. cit., pp. 27 and 32.
14. See Grönroos, C., "A Service-oriented Approach to Marketing of Services", European Journal of
Marketing, Vol. 12 No. 8, 1978, and Grönroos, C., "Strategic Management and Marketing in the
Service Sector", Helsingfors, Finland, Swedish School of Economics, 1982, p. 136ff.
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373. Bekir Bora Dedeoğlu, Halil Demirer. 2015. Differences in service quality perceptions of stakeholders
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374. Kumar Rakesh Ranjan, Praveen Sugathan, Alexander Rossmann. 2015. A narrative review and meta-
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380. Ivan K. W. Lai. 2015. The Roles of Value, Satisfaction, and Commitment in the Effect of Service
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411. Jerónimo García Fernández, Jesús Fernández Gavira, Ainara Bernal García. 2014. La percepción de
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413. Pin-Fenn Chou, Chin-Shan Lu, Yu-Hern Chang. 2014. Effects of service quality and customer
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419. Sharifah Faridah Syed Alwi, Philip J. Kitchen. 2014. Projecting corporate brand image and behavioral
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420. Yong Seok Shin, Tae In Kang, Sung Eun Yun. 2014. The effects which work events were experienced
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423. Sergios Dimitriadis, Christos Koritos. 2014. Core service versus relational benefits: what matters
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424. Chongcai Wang, Mingli Zhang. Exploratory study the antecedents of C2C e-retailing service quality:
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427. Jodie Conduit, Margaret Jekanyika Matanda, Felix T. Mavondo. 2014. Balancing the act: the
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431. Akram Mahmoud Al-jazzazi, Parves Sultan. 2014. Banking service quality in the Middle Eastern
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435. Sheilagh Resnick, Carley Foster, Tony Woodall. 2014. Exploring the UK high street retail
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439. Ock, Jung Won, Cho, Sang Hyun. 2014. A Study on the Structural relationship of Service Quality
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440. Carlos Guillermo Benavides-Chicón, Bienvenido Ortega. 2014. The impact of quality management
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441. Konstantina Kamvysi, Katerina Gotzamani, Andreas Andronikidis, Andreas C. Georgiou. 2014.
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443. Mohammed Aminu Sualihu, M. Arifur Rahman. 2014. Payment Behaviour of Electricity
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444. Sigi Goode, Chinho Lin, Walter Fernandez, James J. Jiang. 2014. Exploring two explanations of
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445. 이이이, 이이이. 2014. Effects of Perceived Service Quality of Cultural Centers in Discount Stores on
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450. Esther Gracia, Neal M. Ashkanasy. Emotional Labor as a Dynamic Process in Service Organizations:
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453. Olgun Kitapci, Ceylan Akdogan, İbrahim Taylan Dortyol. 2014. The Impact of Service Quality
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455. Apostolos N. Giovanis, Dimitris Zondiros, Petros Tomaras. 2014. The Antecedents of Customer
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456. 이이. 2014. Effects of Experiential Marketing and Service Quality of Chinese Consumers on Shopping
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457. Paola Castellani, Chiara Rossato. 2014. On the communication value of the company museum and
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459. Riza Casidy. 2014. Brand Orientation and Service Quality in Online and Offline Environments:
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460. Girish K. Nair. 2014. The Influence of Customer Perceptions on Financial Performance in
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461. Eun Jeong Hwang, Jungjoo Moon, In Ok Sim. 2014. The Effects of Quality of Care, Image, Role
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464. 이이이, Wook Dong Kwon, 이이이, 이이이, 이이이. 2014. The Relationship among Service Quality, Satisfaction,
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471. Anupam Krishna, G.S. Dangayach, Sonal Sharma. 2014. Service Recovery Paradox: The Success
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472. Heetae Kim, Eunil Park, Sang Jib Kwon, Jay Y. Ohm, Hyun Joon Chang. 2014. An integrated
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473. Muhammad Ishtiaq Ishaq, Nazia Hussain, Ali Ijaz Asim, Luqman J. Cheema. 2014. Brand equity
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477. Boo Ho Voon, Nagarajah Lee, Duncan Murray. 2014. Sports service quality for event venues:
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479. Antonio Navarro-García, María Eugenia Reyes-García, Francisco J. Acedo-González. 2014. Calidad
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481. S. Ibrahim, M. Othman. 2014. Developing and Validating Halal Service Quality Instrument for
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482. Vincent Charles, Mukesh Kumar. 2014. Satisficing data envelopment analysis: An application to
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486. Hadi Teimouri, Shirin Rafiei Samani, Soroosh Emami, Shiva Hamidipour. Studying the Key
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487. Surachet Pongcharnc, Wanno Fongsuwan. 2014. Structural Equation Model of Customer Perception
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489. Kevin W. Westbrook, Emin Babakus, Cori Cohen Grant. 2014. Measuring Patient-Perceived
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490. Catherine Prentice. 2014. Who stays, who walks, and why in high-intensity service contexts. Journal
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492. Vicky Papanikolaou, Sotiris Zygiaris. 2014. Service quality perceptions in primary health care centres
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493. Hyun Jung Kim, Qin Rui An, Soo Wook Kim. 2014. FMEA Measures for Service Failure
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494. Yun Hee Chang. 2014. A Proposal of the Social Commerce Strategy for the Public Services'
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495. Jiahua Jin, Xiangbin Yan, Qiaoqiao Tan, Yijun Li. 2014. The determinations of remote sensing
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498. George Tzetzis, Kostantinos Alexandris, Sophia Kapsampeli. 2014. Predicting visitors’ satisfaction
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499. Stephen Strombeck, Shih-Tung Shu. 2014. Modeling contextually elicited service quality
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501. Yong-Ki Lee, Yeon-Kook Jeong, Joowon Choi. 2014. Service Quality, Relationship Outcomes, and
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502. I. Rodrigo-Rincón, M. Reyes-Pérez, M.E. Martínez-Lozano. 2014. Personalizing the reference level:
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506. Paul Gemmel, Thomas van Steenis, Bert Meijboom. 2014. Front-office/back-office configurations
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510. Stephen C.H. Ng, Xiande Zhao, Xiucheng Fan, Johnny M. Rungtusanatham. 2014. TQM
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511. Lola C. Duque. 2014. A framework for analysing higher education performance: students'
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513. Khanchitpol Yousapronpaiboon. 2014. SERVQUAL: Measuring Higher Education Service Quality
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519. Yuanhao Qin, Wushuang Fan. 2014. Urban Residents’ Evaluation of Domestic Recreation Service
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520. Ewa Czarniecka-Skubina, Dorota Nowak. 2014. Japanese cuisine in Poland: attitudes and behaviour
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523. Nachiappan Subramanian, Angappa Gunasekaran, Jie Yu, Jiang Cheng, Kun Ning. 2014. Customer
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525. Obadă Daniel Rareş. 2014. Measuring Perceived Service Quality Offline vs. Online: A New PeSQ
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529. R. Stranzenbach, A. Rannacher, F. Sturm, S. Mutze-Niewohner. Influencing factors on the
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530. Jonas Holmqvist, Yves Van Vaerenbergh. 2013. Perceived importance of native language use in service
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538. Shahriar Akter, John D'Ambra, Pradeep Ray, Umme Hani. 2013. Modelling the impact of mHealth
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539. Ja Young Jung. 2013. The Effect of Coffee Shop Selection Attributes on Revisit Intention: Focused
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540. Patti Collett Miles. 2013. Competitive strategy: the link between service characteristics and customer
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543. Anand Nair, Mariana Nicolae, Ram Narasimhan. 2013. Examining the impact of clinical quality
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544. J. Choudrie, G. Ghinea, V. N. Songonuga. 2013. Silver Surfers, E-government and the Digital
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545. Jorge Vera, Andrea Trujillo. 2013. Service quality dimensions and superior customer perceived value
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556. Heejung Ro, Marketa Kubickova. 2013. The Use of Student Subjects in Hospitality Research:
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557. Kavita Srivastava, Narendra K. Sharma. 2013. Service Quality, Corporate Brand Image, and
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558. Chin-Tsai Lin, Chiu Wen Lin. 2013. Exhibitor Perspectives of Exhibition Service Quality. Journal
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562. Jungi Park, Cheulhyun Cho, Hanbyeol Kim, Jungwoo Lee. 2013. Cognitive and Affective Trust in
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565. Wen-Jen Chang, Yen-Hsiang Chang. 2013. Patient satisfaction analysis: Identifying key drivers and
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588. Hung-Che Wu, Yong Jae Ko. 2013. Assessment of Service Quality in the Hotel Industry. Journal of
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595. Aaron A. Abuosi, Roger A. Atinga. 2013. Service quality in healthcare institutions: establishing
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600. Yong-Duk Kim, 이이이. 2013. An Empirical Study on the Service Quality and the Future
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620. Dal-Ho Son, Jun Woo Park. 2013. The Determinants Towards the Use of University Smartphone
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630. Arjun Murti, Aashish Deshpande, Namita Srivastava. 2013. Service Quality, Customer (Patient)
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633. Christian Grönroos, Päivi Voima. 2013. Critical service logic: making sense of value creation and co-
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645. Nicholas D. Theodorakis, Kostas Alexandris, Nikolaos Tsigilis, Serafim Karvounis. 2013. Predicting
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646. Nai-Hua Chen, Stephen Chi-Tsun Huang, Shih-Tung Shu, Tung-Sheng Wang. 2013. Market
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653. Alet C. Erasmus, Andrea Grabowski. 2013. Female customers' expectation of the service offering
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654. Hasan A Abbas. 2013. Quality as Determinant Factor of Customer Satisfaction: Case Study of Zain-
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657. Abbas N. Albarq. 2013. Applying a SERVQUAL Model to Measure the Impact of Service Quality on
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662. Dominik Georgi, Moritz Mink. 2013. eCCIq: The quality of electronic customer-to-customer
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666. Heeyeol Eom, Sungho Lee, Chesoong Kim. 2012. Influence of Service Quality and Trust on
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670. Wantao Yu, Ramakrishnan Ramanathan. 2012. Retail service quality, corporate image and
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680. Vanumamalai Kannan, S.K. Bose, N.G. Kannan. 2012. Improving the service quality of ocean
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683. Walanchalee Wattanacharoensil, Chanin Yoopetch. 2012. Thailand's Human Resource
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685. Van Dinh, Lee Pickler. 2012. Examining Service Quality and Customer Satisfaction in the Retail
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686. David E. Fleming, Andrew B. Artis. 2012. The Role of the Manager in Shaping Customer Contact
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687. Jungi Park, Jungwoo Lee, Hyejung Lee, Duane Truex. 2012. Exploring the impact of
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688. Raymond Teo, Geoffrey N. Soutar. 2012. Word of mouth antecedents in an educational context: a
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693. Zhao Na, SeogJu chang. 2012. The Effect of Service Quality on Service Value, Customer Satisfaction
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696. Hyung-Mok Lee, Sang-Shik Lee, Jong-Weon Kim. 2012. A Study on the Effects of Service Quality
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697. Anita Zehrer, John C. Crotts. 2012. Vacation stress: the development of a vacation stress model
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698. Hsiang Ru Chen, Bor‐Wen Cheng. 2012. Applying the ISO 9001 process approach and service
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702. Naehyun (Paul) Jin, Sangmook Lee, Lynn Huffman. 2012. Impact of Restaurant Experience on
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703. Ching-Fu Chen, Lee-Ting Cheng. 2012. A study on mobile phone service loyalty in Taiwan. Total
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704. Soudabe Saraei, Amir M. Amini. 2012. A study of service quality in rural ICT renters of Iran by
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705. Dae-Sung Chang, Yong-Hwi Noh, Doo-Bock Kim. 2012. The Service Quality of Home Trading
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706. Awadh Al-Enezi. 2012. Assessment of the Service Quality Provided by the Kuwaiti Cultural Office
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707. Rafael Bravo, Teresa Montaner, José M. Pina. 2012. Corporate brand image of financial institutions:
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708. IpKin Anthony Wong, Hoi In Veronica Fong, Matthew Tingchi Liu. 2012. Understanding perceived
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709. Lung Hung Chen, Mei-Yen Chen, Yun-Ci Ye, I-Wu Tung, Chih-Fu Cheng, Shen Tung. 2012.
Perceived service quality and life satisfaction: the mediating role of the actor's satisfaction-with-
event. International Journal of Sports Marketing and Sponsorship 13:4, 7-24. [Abstract] [PDF]
710. Liaojun Feng, Linlin Zhong. How relationship quality affect customer repurchase intention after
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711. Yaqing Zhou, Yue Wu. Research on the relationship between group-purchasing service quality and
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712. Shu-Mei Tseng. 2012. Correlations between external knowledge and the knowledge chain as
impacting service quality. Journal of Retailing and Consumer Services 19:4, 429-437. [Crossref]
713. G. C. Orros, J. Smith. 2012. Enterprise risk management for health insurance from an actuarial
perspective. British Actuarial Journal 17:02, 259-314. [Crossref]
714. Murat Yakubov. 2012. ASSESSING IRRIGATION PERFORMANCE FROM THE FARMERS'
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715. Hardeep Chahal, Neetu Kumari. 2012. Service Quality and Performance in the Public Health-Care
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716. Jingsong Huang, Chengcheng Luo. Enhancing service quality through classifying and managing the
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717. Soo In Shim, Wi-Suk Kwon, Veena Chattaraman, Juan E. Gilbert. 2012. Virtual Sales Associates
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718. Carla Alexandra Barbosa Pereira, João José Matos Ferreira, Helena Maria Batista Alves. 2012.
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719. Luiz Moutinho, Tahir Albayrak, Meltem Caber. 2012. How Far does Overall Service Quality of a
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720. Nelson K. F. Tsang, Louisa Y. S. Lee, Alan Wong, Rita Chong. 2012. THEMEQUAL—Adapting
the SERVQUAL Scale to Theme Park Services: A Case of Hong Kong Disneyland. Journal of Travel
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721. Jotham Mbiito Byarugaba, Aihie Osarenkhoe. 2012. Service Quality Perceptions: A Case of Ugandan
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722. Kwang-Ho Woo, Sang-Ryul Shim. 2012. A Study on the Evaluation of the Service Quality
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723. Bee Wah Yap, T. Ramayah, Wan Nushazelin Wan Shahidan. 2012. Satisfaction and trust on customer
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725. Gurjeet Kaur, R.D. Sharma, Neha Mahajan. 2012. Exploring customer switching intentions through
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726. Mohammad Azam, Zillur Rahman, Faisal Talib, K.J. Singh. 2012. A critical study of quality
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727. Lee, Won-Gab, 이이이. 2012. A Study on the Mediating Role of Customer Value in the Structural
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728. Liisa Lehtiranta, Sami Kärnä, Juha-Matti Junnonen, Päivi Julin. 2012. The role of multi-firm
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729. Adela García-Aracil. 2012. A comparative analysis of study satisfaction among young European
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730. Jesús Collado Agudo, Angel Herrero Crespo, Ignacio Rodríguez del Bosque. 2012. Adherence to
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731. Pardeep Bawa. 2012. An Empirical Study on Service Quality and Customer Satisfaction in
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732. SeyedReza SeyedJavadin, Hamzeh Rayej, Hamidreza Yazdani, Mehrdad Estiri, Seyed Ali Aghamiri.
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733. Julie Paquette, François Bellavance, Jean-François Cordeau, Gilbert Laporte. 2012. Measuring quality
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734. Keng-Chieh Yang, Tsui-Chuan Hsieh, Hendrik Li, Chyan Yang. 2012. Assessing how service quality,
airline image and customer value affect the intentions of passengers regarding low cost carriers.
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735. David Moyes. 2012. Rural small firm service quality: an exploratory study. The TQM Journal 24:3,
736. Süleyman Murat Yildiz, Ali Kara. 2012. A re-examination and extension of measuring perceived
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of Sports Marketing and Sponsorship 13:3, 26-45. [Abstract] [PDF]
737. Dan J. Kim, Yujong Hwang. 2012. A study of mobile internet user’s service quality perceptions
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738. Ljudevit Pranic, Wesley S. Roehl. 2012. Rethinking service recovery: a customer empowerment (CE)
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739. Neil Curry, Yuhui Gao. 2012. Low-Cost Airlines—A New Customer Relationship? An Analysis
of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting. Services
740. 이이이. 2012. The Effects of Service Quality on Shopping Value and Repatronage Intention: The Case
of Specialty Coffee Shops. Journal of Distribution Science 10:4, 21-28. [Crossref]
741. Baizuri Badruldin, Zainalabidin Mohamed, Juwaidah Sharifuddin, Golnaz Rezai, Amin Mahir
Abdullah, Ismail Abd Latif, Mohd. Ghazali Mohayidin. 2012. Clients' perception towards JAKIM
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742. Ilias Santouridis, Panagiotis Trivellas, Georgios Tsimonis. 2012. Using E‐S‐QUAL to measure
internet service quality of e‐commerce web sites in Greece. International Journal of Quality and Service
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743. Sunil C. D’Souza, A.H. Sequeira. 2012. Measuring the Customer-Perceived Service Quality in
Health Care Organization: A Case Study. Journal of Health Management 14:1, 27-41. [Crossref]
744. Lesley White, Christiane Klinner. 2012. Service quality in community pharmacy: An exploration of
determinants. Research in Social and Administrative Pharmacy 8:2, 122-132. [Crossref]
745. IpKin Anthony Wong, Veronica Hoi In Fong. 2012. Development and validation of the casino service
quality scale: CASERV. International Journal of Hospitality Management 31:1, 209-217. [Crossref]
746. Alexandra Brunner-Sperdin, Mike Peters, Andreas Strobl. 2012. It is all about the emotional
state: Managing tourists’ experiences. International Journal of Hospitality Management 31:1, 23-30.
[Crossref]
747. Boondo Jeong, 이이이. 2012. A Study on the Effect of SaaS Quality in e-business on the Performance
of Small Business Total Information Systems. The e-Business Studies 13:1, 225-247. [Crossref]
748. park jong chul, Seunghee Im. 2012. The Effects of Service Quality on the Customer Satisfaction:
The Mediating Role of Trust. Journal of Korea Service Management Society 13:1, 83-106. [Crossref]
749. Katriina Valminen, Marja Toivonen. 2012. Seeking efficiency through productisation: a case study
of small KIBS participating in a productisation project. The Service Industries Journal 32:2, 273-289.
[Crossref]
750. 이이이, 이이이. 2012. EEPERF(Experiential Education PERFormance): An Instrument for Measuring
Service Quality in Experiential Education. Journal of Distribution Science 10:2, 43-52. [Crossref]
751. Yu-Lung Wu, Yu-Hui Tao, Pei-Chi Yang. 2012. Learning from the past and present: measuring
Internet banking service quality. The Service Industries Journal 32:3, 477-497. [Crossref]
752. Ling Zhao, Yaobin Lu, Long Zhang, Patrick Y.K. Chau. 2012. Assessing the effects of service quality
and justice on customer satisfaction and the continuance intention of mobile value-added services:
An empirical test of a multidimensional model. Decision Support Systems 52:3, 645-656. [Crossref]
753. Byung-Ho Lee, In-Oh Jeon. 2012. Effect of Service Quality on Corporate Performance, Customer
Satisfaction and Intention : Focus on Outsourcing of Exhibition/Convention Industry. The Journal
of the Korea Contents Association 12:1, 275-298. [Crossref]
754. Roger Ayimbillah Atinga. 2012. Healthcare quality under the National Health Insurance Scheme in
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755. Chung‐Yu Wang, Li‐Wei Wu. 2012. Customer loyalty and the role of relationship length. Managing
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756. May‐Chiun Lo, Abang Azlan Mohamad, Peter Songan, Alvin Yeo. 2012. Repositioning strategy in
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757. Hassan Al‐Zubaidi, Dalal Al‐Asousi. 2012. Service quality assessment in central blood bank: blood
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758. Ahmad Beltagui, Marina Candi, Johann C.K.H. Riedel. Design in the Experience Economy: Using
Emotional Design for Service Innovation 111-135. [Abstract] [Full Text] [PDF] [PDF]
759. Nina K. Prebensen. Benchmarking Tourist Attractions in Northern Norway 85-107. [Abstract] [Full
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760. Sebastian Bonnemeier, Ralf Reichwald. 2012. „Hybride Wertschöpfung“ - vom
Industrieproduzenten zum Lösungsanbieter -ein State-of-the-Art Bericht. Schmalenbachs Zeitschrift
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761. 이이 이. 2012. The Study of Dunhuang Mogao Caves Tourist Degree of Satisfaction Based on the
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762. Hui Chiu Chen, Cherng Ying Chiou, Chun Yuan Yeh, Hui Ling Lai. 2012. A Study of the
Enhancement of Service Quality and Satisfaction by Taiwan MICE Service Project. Procedia - Social
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763. Eleni Zaggelidou, Evangelos Tsamourtzis, Alexandros Malkogeorgos, Georgios Zaggelidis. 2012.
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764. Gina Ionela Butnaru, Amanda Miller. 2012. Conceptual Approaches on Quality and Theory of
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765. S. Maheswaran, Manimay Ghosh. 2012. Customers’ Perception of Service Quality in a Training
Institute. International Journal of Asian Business and Information Management 3:4, 25-38. [Crossref]
766. Jonathan Aarnouts. IT Service Quality in Outsourcing Relationships 198-223. [Crossref]
767. Jackie L. M. Tam. 2012. Linking Perceived Service Quality to Relational Outcomes in a Chinese
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768. Slavko Ažman, Boštjan Gomišček. 2012. Asymmetric and Nonlinear Impact of Attribute-Level
Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European
Automotive Brands in Slovenia. Organizacija 45:2. . [Crossref]
769. Patrali Chatterjee, Yawei Wang. 2012. Online Comparison Shopping Behavior of Travel Consumers.
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770. Kostas Alexandris, Stella Douka, Panagiota Balaska. 2012. Involvement with active leisure
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771. Woo-Lee Choi, Jong-Hee Park, Yeon-Soon Hwang. 2011. The Effect of Consumer's Participation
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772. Yi‐Min Chen, Yi‐Fan Su. 2011. Do country‐of‐manufacture and country‐of‐design matter to
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773. 이이이, Youngchan Choe, Junghoon Moon. 2011. The Antecedents of Internal Service Quality in Call
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774. 이이이. 2011. The Effects of Quality, Customer Satisfaction and Intention of Reuse to Word of Mouth
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775. Ming-Lang Tseng. 2011. Using hybrid MCDM to evaluate the service quality expectation in
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776. Jang-Hyeon Nam, Timothy Jeonglyeol Lee. 2011. Foreign travelers’ satisfaction with traditional
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777. James J.H. Liou, Chao-Che Hsu, Wen-Chien Yeh, Rong-Ho Lin. 2011. Using a modified grey
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778. 이이이. 2011. The Effects of Service Quality of Internet Portal Site on Customer Satisfaction and Revisit
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779. Gurmeet Singh, Raghuvar Dutt Pathak, Rafia Naz. 2011. Service Delivery Through E-Governance:
Perception and Expectation of Customers in Fiji and PNG. Public Organization Review 11:4,
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780. Efthymios Iliopoulos, Constantinos-Vasilios Priporas. 2011. The effect of internal marketing on job
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781. Raquel Engelman, Edi Madalena Fracasso, Vinícius Sittoni Brasil. 2011. A qualidade percebida nos
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782. 이이이, 이이이, 이이이. 2011. The Classification of the Service Quality Elements in the parcel service Using
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783. Anita Whiting, Naveen Donthu, Andrew M. Baker. 2011. Investigating the immediate and long-term
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784. Rajani Jain, Gautam Sinha, Sangeeta Sahney. 2011. Conceptualizing service quality in higher
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785. Magali Dubosson, Emmanuel Fragnière. Identifying and Mitigating Perceived Risks in the Bank
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786. Amjad A. Abu‐ELSamen, Mamoun N. Akroush, Fayez M. Al‐Khawaldeh, Motteh S. Al‐Shibly.
2011. Towards an integrated model of customer service skills and customer loyalty. International
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787. Mehrdad Estiri, Farshid Hosseini, Hamidreza Yazdani, Hooman Javidan Nejad. 2011. Determinants
of customer satisfaction in Islamic banking: evidence from Iran. International Journal of Islamic and
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788. Udo R. Gottlieb, Mark R. Brown, Judy Drennan. 2011. The influence of service quality and
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corporate image on country image. European Journal of Marketing 45:11/12, 1601-1641. [Abstract]
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790. Bodo Lang. 2011. How word of mouth communication varies across service encounters. Managing
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793. Rosa M. Hernández-Maestro, Óscar González-Benito. 2011. Objective quality and business
performance in service environments: moderating effects of entrepreneurs' knowledge and
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794. Sahar Farouq Altikriti. 2011. Speech Act Analysis to Short Stories. Journal of Language Teaching
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795. Han-Seok Lee, Mi-Sook Shim. 2011. A Study on Scale Development for Marina Service Quality.
Journal of Korean navigation and port research 35:8, 649-656. [Crossref]
796. Soo-Jin Lee, Kyung-Hee Lee. 2011. Understanding the Perceptions and Service Quality of Korean
Foods : A Comparative Cross-cultural Study of International Tourists Visiting Korea. The Journal
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797. Bård Tronvoll, Stephen W. Brown, Dwayne D. Gremler, Bo Edvardsson. 2011. Paradigms in service
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798. Sangeeta Sahney. 2011. Delighting customers of management education in India: a student
perspective, part I. The TQM Journal 23:6, 644-658. [Abstract] [Full Text] [PDF]
799. Jing He, Yun Bai. Assessing the Relationship among Service Quality, Customer Satisfaction and
Behavioral Intentions in Online Shopping Environments 155-159. [Crossref]
800. Hayat Muhammad Awan, Khuram Shahzad Bukhari, Anam Iqbal. 2011. Service quality and
customer satisfaction in the banking sector. Journal of Islamic Marketing 2:3, 203-224. [Abstract]
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801. Musa Pinar, Paul Trapp, Tulay Girard, Thomas E. Boyt. 2011. Utilizing the brand ecosystem
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803. Ahmed Alamro, Jennifer Rowley. 2011. Antecedents of brand preference for mobile
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804. Nor Asiah Omar, Rosidah Musa. 2011. Measuring service quality in retail loyalty programmes
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805. Roger Ayimbillah Atinga, Gordon Abekah‐Nkrumah, Kwame Ameyaw Domfeh. 2011. Managing
healthcare quality in Ghana: a necessity of patient satisfaction. International Journal of Health Care
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806. Jehong Lee. 2011. A Study on the Loyalty in Mobile Service Quality by Smart Phone and Studying
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807. Christian Grönroos. 2011. Value co-creation in service logic: A critical analysis. Marketing Theory
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808. 이이이, 이이. 2011. The Influences of Experiential and Environmental Factors on Perceived Service
Quality, Brand Image and Customer Satisfaction. Journal of Distribution and Management Research
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809. 이이이, Kim,Doo-Gyung. 2011. A Study on the Determinant Factors for Continuous Use of
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810. Jacob John, Fekriah Mohd Yatim, Shani Ann Mani. 2011. Measuring Service Quality of Public
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811. Sang Hyun Oh, Hwa Suk Lee, Su Jin Kim. 2011. The Effects of Service Quality and Relationship
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812. Riadh Ladhari, Nizar Souiden, Ines Ladhari. 2011. Determinants of loyalty and recommendation:
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813. Yeonghoon Kwon. 2011. A Study on Developing the Service Quality Evaluation Model on Higher
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814. Chien Min Chen, Hong Tau Lee, Sheu Hua Chen, Tsun Hung Huang. 2011. Tourist behavioural
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815. Vincent P. Magnini, John C. Crotts, Anita Zehrer. 2011. Understanding Customer Delight. Journal
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816. Gyan Prakash. 2011. Service quality in supply chain: empirical evidence from Indian automotive
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817. Nha Nguyen, André Leclerc. 2011. The effect of service employees' competence on financial
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818. Miao Song, Lvlin Zhou, Sen Wang. Measures to enhance the hospital patient satisfaction based on
perceived service quality 4667-4669. [Crossref]
819. Veena Lertkriangkraisorn, Maruf Hasan. The Application of the Service-Profit Chain in the Mobile
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820. Norm O'Reilly, Louise Heslop, John Nadeau. 2011. The sponsor-global event relationship: a
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[Crossref]
821. Sufen Li, Yushun Fan, Xitong Li. 2011. A trust-based approach to selection of business services.
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822. 이이이, 이이이. 2011. The Importance-Performance Analysis(IPA) of Service Quality According to
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824. Bo-Ram Lee, Ji-Hong Park. 2011. Towards an Understanding of User Satisfaction and Continuance
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829. Jui-Sheng Chou, Changwan Kim, Yao-Chen Kuo, Nai-Chi Ou. 2011. Deploying effective service
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831. Lan Snell, Lesley White. 2011. An Exploratory Study of the Role of Emotional Intelligence and Self-
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833. Janghyeon Nam, Yuksel Ekinci, Georgina Whyatt. 2011. Brand equity, brand loyalty and consumer
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834. Min-Jung Park, Min-Jeong Kim. 2011. A Cross-cultural Analysis of Online Satisfaction, Service
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835. Gita Gayatri, Margee Hume, Gillian Sullivan Mort. 2011. The role of Islamic culture in service
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837. Jongoh PARK, Kim, Seong Ho, 이이이. 2011. The Effects of Postal Servicescape and Service Quality
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838. Per Skålén, Chris Hackley. 2011. Marketing-as-practice. Introduction to the special issue.
Scandinavian Journal of Management 27:2, 189-195. [Crossref]
839. Md. Mamunur Rashid, Jun'ichi Tamaki, A.M.M. Sharif Ullah, Akihiko Kubo. 2011. A Numerical
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840. Emmanouil Stiakakis, Christos K. Georgiadis. A Model to Identify the Dimensions of Mobile Service
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841. Carsten Horn, Markus Rudolf. 2011. Service quality in the private banking business. Financial
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842. Sharon Schembri, Jörgen Sandberg. 2011. The experiential meaning of service quality. Marketing
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843. Halil Nadiri. 2011. Customers’ zone of tolerance for retail stores. Service Business 5:2, 113-137.
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844. P.G. Ramanujam. 2011. Service Quality in Health Care Organisations. Journal of Health Management
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845. Yongil Lee. 2011. Effects of the degree of perception of service qualities that are classified by airticket
reservation channels on the satisfaction - Focused on the online and offline channels -. The e-Business
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846. Anne P. Crick, Andrew Spencer. 2011. Hospitality quality: new directions and new challenges.
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848. Hardeep Chahal, Neetu Kumari. 2011. Evaluating customer relationship dynamics in healthcare
sector through indoor patients' judgement. Management Research Review 34:6, 626-648. [Abstract]
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849. Alison E. Lloyd, Sherriff T.K. Luk. 2011. Interaction behaviors leading to comfort in the service
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850. Jucelia Appio, Aletéia Silva, Valter Afonso Vieira, Gérson Tontini. 2011. Análise do contraste da
penalidade e da recompensa (PRC): identificando atributos de qualidade em serviços de academias.
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851. Yong Jae Ko, James Zhang, Kevin Cattani, Donna Pastore. 2011. Assessment of event quality in
major spectator sports. Managing Service Quality: An International Journal 21:3, 304-322. [Abstract]
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852. Wi‐Suk Kwon, Sharron J. Lennon. 2011. Assessing college women's associations of American
specialty apparel brands. Journal of Fashion Marketing and Management: An International Journal
853. Suleiman Al Khattab, As` ad H. Aborumm. 2011. Healthcare Service Quality: Comparing Public
and Private Hospitals in Jordan. International Business Management 5:5, 247-254. [Crossref]
854. Sabine Boerner, Volker Moser, Johanna Jobst. 2011. Evaluating cultural industries: investigating
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855. Guan Hailing, Sun Yujun. Analysis on tourist satisfactory degree in ecotourism sites 1-4. [Crossref]
856. Te-Ping Kuo, Chih-Yun Yang. 2011. The study of consumer intention, service quality cognition and
repurchase behavior of consumers in exotic restaurants – mexican restaurant. Journal of Information
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857. Ho-Kyoung Shin, Ho Lee, Ji-Myoung Shin. 2011. Factors Influencing the Service Quality and
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858. T. Ramayah, Nusrah Samat, May‐Chiun Lo. 2011. Market orientation, service quality and
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859. Riadh Ladhari, Ines Ladhari, Miguel Morales. 2011. Bank service quality: comparing Canadian and
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860. Jaya Sangeetha, S. Mahalingam. 2011. Service quality models in banking: a review. International
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861. Christoph Bode, Eckhard Lindemann, Stephan M. Wagner. 2011. Driving Trucks and Driving Sales?
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862. Xi Y. Leung, Fang Wang, Bihu Wu, James A. Busser. 2011. Park users' quality evaluation: applying
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863. Shueh-Chin Ting. 2011. The Role of Justice in Determining Relationship Quality. Journal of
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864. Fatima Vegholm. 2011. Relationship marketing and the management of corporate image in the bank‐
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866. Jonas Holmqvist. 2011. Consumer language preferences in service encounters: a cross‐cultural
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867. Sandy Ng, Meredith E. David, Tracey S. Dagger. 2011. Generating positive word‐of‐mouth in the
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871. Anshu N. Jain. Evolution of Service Quality and Some Implications on Computer Science Research
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872. Ghazali Musa, Thinaranjeney Thirumoorthi. 2011. Red Palm: exploring service quality and
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873. Sunbai Cho, Son,Il-nak, 이이이. 2011. The Effects of Perceived Service Quality of Hotel Service on
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875. Soon-Han Bae, Seung-Hwan Lee, Seung-Kuk Paik, Seung-Ik Baek. 2011. Exploring Differences
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877. Alessandro Ancarani, Carmela Di Mauro, Maria D. Giammanco. 2011. Patient satisfaction, managers'
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on system and contract compliance. International Journal of Operations & Production Management
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881. Juan L. Nicolau, Ricardo Sellers. 2011. The Effect of Quality on Hotel Risk. Tourism Economics
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882. Chung-Tzer Liu, Yi Maggie Guo, Chia-Hui Lee. 2011. The effects of relationship quality and
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883. Sanjaya Singh Gaur, Yingzi Xu, Ali Quazi, Swathi Nandi. 2011. Relational impact of service providers'
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887. Jiaxin Wang. The Impact of Customer Participation on Service Quality Improvement – An Empirical
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of quality of education a non-governmental university via SERVQUAL model. Procedia - Social and
890. Sibel Dinç Aydemir, Cevat Gerni. 2011. Measuring Service Quality Of Export Credit Agency In
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892. Mahmud Akhter Shareef, Vinod Kumar, Uma Kumar, Yogesh K. Dwivedi. 2011. e-Government
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896. 이이이, SEOUNGTAEJONG. 2011. A Comparative Study on the Determinants of Customer
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898. H. Emari, S. Iranzadeh, S. Bakhshayes. 2011. Determining the Dimensions of Service Quality in
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899. 이이이. 2011. Impacts of Perceived Quality on Customer Satisfaction and Revisit Intention in Family
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900. Alexandre Ferreira Oliveira, Luiz A. Joia. 2011. Call Center Operational Performance Indicators and
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901. Milan Sedláček, Petr Suchánek, Jiří Špalek, Petra Štamfestová. 2011. Relationship between Quality
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902. Ray Wang, Shu-Li, Hsu, Yuan Hsu Lin, Ming-Lang Tseng. 2011. Evaluation of customer
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903. Mona Mohamed Sayed Ibrahim. 2011. The Mediating Role of Job Embeddedness Between Internal
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905. Sharaf Alkibsi, Mary Lind. 2011. Service Quality Dimensions Within Technology-Based Banking
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906. Jin-Bo Sim. 2010. Influence of the Quality, Satisfaction and Brand Loyalty to Core Product
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908. Lisa Slevitch, Haemoon Oh. 2010. Asymmetric relationship between attribute performance and
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909. Shahriar Akter, John D’Ambra, Pradeep Ray. 2010. Service quality of mHealth platforms:
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910. Luciene Eberle, Gabriel Sperandio Milan, Fernanda Lazzari. 2010. Identificação das dimensões da
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911. 이이이. 2010. Perception of control and satisfaction among customers of professional services. Jounal
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914. Jongoh PARK, 이이이, Yang, Chang Soo. 2010. The Effects of Service Quality of Auto Maintenance and
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915. Han-Jen Niu. 2010. Investigating the effects of self-efficacy on foodservice industry employees’ career
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916. Sara Campo-Martínez, Joan B. Garau-Vadell, María Pilar Martínez-Ruiz. 2010. Factors influencing
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919. Franziska Völckner, Henrik Sattler, Thorsten Hennig-Thurau, Christian M. Ringle. 2010. The
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920. Utpal M. Dholakia, Siddharth S. Singh, Robert A. Westbrook. 2010. Understanding the Effects
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924. Gao He, Liu Jun. Study of the Relationship between Service Quality, Customer Satisfaction and
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925. Yu-Lung Wu, Yu-Hui Tao, Pei-Chi Yang, Ching-Pu Li. Learning from the past: Measuring Internet
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926. Prabha Ramseook‐Munhurrun, Perunjodi Naidoo, Pushpa Nundlall. 2010. A proposed model for
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928. Hardeep Chahal, Neetu Kumari. 2010. Development of multidimensional scale for healthcare service
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929. Vanessa A. Quintal, Aleksandra Polczynski. 2010. Factors influencing tourists' revisit intentions. Asia
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930. Wenhua Shi, Jianyu Chen. The impact of interface quality on the loyalty of instant messaging
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931. Christian Homburg, Andreas Fürst, Jana-Kristin Prigge. 2010. A customer perspective on product
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932. Jun-Gi Park, Jung-In Yoon, Jung-Woo Lee. 2010. Exploring the influences of service quality on
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933. Mayuresh Kelkar. 2010. SERVDIV: A Vedic Approach to Measurement of Service Quality. Services
934. Hua Yang, Nigel Coates. 2010. Internal marketing: service quality in leisure services. Marketing
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938. Shirshendu Ganguli, Sanjit Kumar Roy. 2010. Service quality dimensions of hybrid services.
939. Hong-sheng Chang, Chien-ming Tseng. 2010. The Matrix Composition of Banking Customer
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940. Masood H Siddiqui, Tripti Ghosh Sharma. 2010. Analyzing customer satisfaction with service quality
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941. Jose A. Martínez, Yong Jae Ko, Laura Martínez. 2010. An Application of Fuzzy Logic to Service
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942. 이이이, 이이이, 이이이. 2010. Effects of e-Service Quality on Satisfaction and Site Loyalty in Online Shopping
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943. Jooyeon Ha, SooCheong (Shawn) Jang. 2010. Effects of service quality and food quality: The
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944. Park, Dong Hyuck, ThaeMin Lee. 2010. HOSPIQUAL : Dimensionalizing and Measuring
Hospitality Service Quality -Focused on the Resort Industry. Journal of Korea Service Management
945. Beth Davis-Sramek, Richard Germain, Theodore P. Stank. 2010. THE IMPACT OF ORDER
FULFILLMENT SERVICE ON RETAILER MERCHANDISING DECISIONS IN THE
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946. 이이이. 2010. Analyzing service quality and relationship quality in public services. Journal of Korea
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947. Jehong Lee. 2010. An Empirical on Corporate Image of Service Quality in Mobile Communication
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948. Albert Caruana, Michael T. Ewing. 2010. How corporate reputation, quality, and value influence
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949. Hsiu‐Yuan Hu, Yu‐Cheng Lee, Tieh‐Min Yen. 2010. Service quality gaps analysis based on Fuzzy
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954. Juan Luis Nicolau, Ricardo Sellers. 2010. The quality of quality awards: Diminishing information
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956. Hardeep Chahal. 2010. Two component customer relationship management model for healthcare
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957. Lee Yik‐Chee, G.G. Meredith, T. Marchant. 2010. Singapore stock broking service quality: fifteen
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963. Sunil Babbar. 2010. Teaching Ethics for Quality as an Innovation in a Core Operations Management
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964. Wendy L. Tate, Lisa M. Ellram, Lydia Bals, Evi Hartmann, Wendy van der Valk. 2010. An Agency
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965. Vicent Tortosa-Edo, Javier Sánchez-García, Miguel A. Moliner-Tena. 2010. Internal market
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966. Xin Guo, Angus Duff, Mario Hair. 2010. The antecedents and consequences of commitment in
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967. Chih-Wen Yang. 2010. Integrating Fuzzy Integral with Multinomial Logit model to Evaluate
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968. Kuan-Kai Huang, Jiunn-I Shieh, Kuei-Jen Lee, Shih-Neng Wu. Applying a generalized choquet
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974. Wen‐Hung Wang, Chiung‐Ju Liang. 2010. Consumer behavior of the information services industry
in Taiwan – conceptual framework and hypotheses development. Measuring Business Excellence 14:2,
975. Boondo Jeong. 2010. The Effects of Service Quality in Website of Travel Agency on Repurchase
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976. Suh, Mun-Shik, Rho Taeseok, 이이이. 2010. A study on the voluntary determinants of customer
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977. Dong-Shang Chang, Chih-Kuang Hsieh. Investigating the service quality of wireless broadband
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981. Seo,Kab-Sung. 2010. The Effect of Service Quality in Internet Open Markets on Postscripts and
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982. Breffni M. Noone, Karthik Namasivayam, Heather Spitler Tomlinson. 2010. Examining the
application of six sigma in the service exchange. Managing Service Quality: An International Journal
983. Terje Slåtten. 2010. Do employees' feelings really matter in service‐quality management?. European
Business Review 22:3, 318-338. [Abstract] [Full Text] [PDF]
984. Evangelos Tsoukatos, Evmorfia Mastrojianni. 2010. Key determinants of service quality in retail
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985. Andreas Andronikidis, Victoria Bellou. 2010. Verifying alternative measures of the service-quality
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986. Sharyn Rundle-Thiele, Rebekah Russell-Bennett. 2010. Patient Influences on Satisfaction and
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987. F. Shafti, T. Bedford, L. A. Deleris, J. R. M. Hosking, N. Serban, H. Shen, L. Walls. 2010.
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988. Vicente Romo Pérez, José Luis Chinchilla Minguet, Manuel García Freire. 2010. Sports management
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989. Josep Gallifa, Pere Batallé. 2010. Student perceptions of service quality in a multi‐campus higher
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990. Lola C. Duque, John R. Weeks. 2010. Towards a model and methodology for assessing student
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991. Ilias Santouridis, Panagiotis Trivellas. 2010. Investigating the impact of service quality and customer
satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal 22:3, 330-343.
992. Kaur Kiran. 2010. Service quality and customer satisfaction in academic libraries. Library Review
993. Jayesh P. Aagja, Renuka Garg. 2010. Measuring perceived service quality for public hospitals
(PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare
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995. Jiunn-I Shieh, Hsin-Hung Wu, Kuan-Kai Huang. 2010. A DEMATEL method in identifying key
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996. CHING-I TENG, FENG-JU HSIAO, TIN-AN CHOU. 2010. Nurse-perceived time pressure and
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997. Manfred Bruhn, Verena Batt, Karsten Hadwich, Sandrina Meldau. 2010. Messung der Qualität in
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998. Pao‐Tiao Chuang. 2010. Incorporating disservice analysis to enhance perceived service quality.
Industrial Management & Data Systems 110:3, 368-391. [Abstract] [Full Text] [PDF]
999. Mukesh Kumar, Fong Tat Kee, Vincent Charles. 2010. Comparative evaluation of critical factors in
delivering service quality of banks. International Journal of Quality & Reliability Management 27:3,
1000. Jehong Lee. 2010. An Analysis of Variance on Communication Service Differentiation of Mobile
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1001. 이이이, 이이이, Young-chan Lee. 2010. The Impact on Recognized Value, Satisfaction, and Royalty of
Customer by Service Quality of Online Shopping Mall. Journal of Distribution and Management
1002. 이이이. 2010. Evaluation and Analysis on the Image Decision Factors of Food Service Industry -
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1003. Wilma Batista Souza da Cruz, Marta Maria Melleiro. 2010. Análise da satisfação dos usuários de um
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1005. Serkan Akinci, Eda Atilgan-Inan, Safak Aksoy. 2010. Re-assessment of E-S-Qual and E-RecS-Qual
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1006. Cinzia Dessì, Michela Floris. 2010. When management and customers see eye‐to‐eye: the agreement
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1008. Elten Briggs, Douglas Grisaffe. 2010. Service Performance—Loyalty Intentions Link in a Business-
to-Business Context: The Role of Relational Exchange Outcomes and Customer Characteristics.
1009. Gabriel Gazzoli, Murat Hancer, Yumi Park. 2010. The Role and Effect of Job Satisfaction and
Empowerment On Customers? Perception of Service Quality: a Study in the Restaurant Industry.
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1010. Wolfgang Kersten, Jan Koch. 2010. The effect of quality management on the service quality
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1011. Yong Jae Ko, Yu Kyoum Kim, Min Kil Kim, Jeoung Hak Lee. 2010. The role of involvement and
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1012. So Young Sohn, Man Jae Kim. 2010. Strategies for revitalization for intelligent robot industry in
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1013. Jose A. Martínez, Laura Martínez. 2010. Some insights on conceptualizing and measuring service
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1014. Gary Crilley, Joshua Hills, Grant Cairncross, Emily Moskwa. 2010. Identifying Visitor Service
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1015. M. Devi Prasad, B. Raja Shekhar. Measuring service quality of Indian Rail passenger services using
RAILQUAL model (A study of South Central Railways) 292-296. [Crossref]
1016. Yangcheng Hu. An Instrument for Measuring Service Quality in the E-Commerce Environment
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1017. Yangcheng Hu. An Investigation on the Linkage between Purchase Intention and Service Quality
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1018. Anand Parkash Bansal, Vishnuprasad Nagadevara. 2010. Understanding Expectations, Perceptions
and Satisfaction Levels of Customers of Military Engineer Services in India. International Journal of
Information Systems in the Service Sector 2:3, 53-73. [Crossref]
1019. Jun Qin, Kecheng Liu, Jingti Han. Service valuation in business and IT alignment: with a case study
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1021. Xiucheng Fan, Yanyan Du. How do Consumer Personality Traits Affect their Perceptions and
Evaluations of Service Quality? 148-153. [Crossref]
1022. Yanggang Yu. Evaluation of E-Commerce Service Quality Using the Analytic Hierarchy Process
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1023. Witaya Krajaysri. 2010. Effective Supply Chain Management Strategy for Food Products.
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1026. Yk-Soo Lee. 2009. The Research of Service Quality and Consumer Satisfaction follows in Resort
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1027. Musa Pinar, Zeliha Eser, Sandy Strasser. 2009. Using Mystery Shopping to Compare the Service
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1028. Iuan‐Yuan Lu, Jerry Yuwen Shiu. 2009. Customers' Behavioral Intentions in the Service Industry:
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1029. 이이이, 이이이. 2009. The effects of logistics service quality on relational quality and customer loyalty in
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1030. Beth Davis-Sramek, Cornelia Droge, John T. Mentzer, Matthew B. Myers. 2009. Creating
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1031. 이이이. 2009. A Study on the Differences between the Perception of Service Quality and Satisfaction
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1032. Alessandro Ancarani, Carmela Di Mauro, Maria Daniela Giammanco. 2009. How are organisational
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1033. Vincent P. Magnini, Kiran Karande. 2009. The influences of transaction history and thank you
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1034. Kim, Sang-Ho. 2009. A Multiple-Item Scale for Measuring Food Service Quality- An Application of
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1035. 이이이. 2009. Does Brokerage Commission Determine Market Share of an Online Brokerage?: An
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1036. 이이이, KIM BOK MAN. 2009. Mediating effects of psychological empowerment on the relationship
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1037. Deng-Juin Lin, Ya-Hsin Li, Jar-Yuan Pai, Ing-Cheau Sheu, Robert Glen, Ming-Jen Chou, Ching-Yi
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1038. Mohammed Hossain, Shirley Leo. 2009. Customer perception on service quality in retail banking
in Middle East: the case of Qatar. International Journal of Islamic and Middle Eastern Finance and
1039. Vicent Tortosa, Miguel A. Moliner, Javier Sánchez. 2009. Internal market orientation and its
influence on organisational performance. European Journal of Marketing 43:11/12, 1435-1456.
1040. Seung-Kyu Rhee, June-Young Rha. 2009. Public service quality and customer satisfaction: exploring
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1041. Pin‐Fenn Chou, Chin‐Shan Lu. 2009. Assessing Service Quality, Switching Costs and Customer
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1044. Shibashish Chakraborty, Kalyan Sengupta. 2009. A Study on Customer Profiling of Mobile Phone
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1053. C. Padmanaba Sivakumar, P. T. Srinivasan. 2009. Involvement as Moderator of the Relationship
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1059. Myungsook An, Yonghwi Noh. 2009. Airline customer satisfaction and loyalty: impact of in-flight
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1060. Yangcheng Hu. Multi-level grey comprehensive evaluation on service quality of NPOs 599-602.
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1062. Min Kil Kim, James J. Zhang, Yong Jae Ko. 2009. Dimensions of Market Demand Associated with
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1066. Peng Ching Huai. Notice of Violation of IEEE Publication Principles<BR>The role of customer
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1067. Behnam Nakhai, Joao S. Neves. 2009. The challenges of six sigma in improving service quality.
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1073. Dong-Jin Kim, Sangyup Lee. 2009. A Study on Service Quality Perception Affecting on Customer
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1076. Guan-Jye Liao, Kuo-Kuang Chu, Chi-Hua Li. 2009. An analysis of the corporate image factors
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1077. Bo Edvardsson, Tore Strandvik. 2009. Critical times in business relationships. European Business
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1078. Khurram Sharif. 2009. Relationship Between Intra- and Interorganizational Service Quality
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1079. Alessandro Arbore, Paolo Guenzi, Andrea Ordanini. 2009. Loyalty building, relational trade‐offs
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1080. Tony Garry, Tracy Harwood. 2009. The moderating influence of client sophistication on
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1081. George G. Panigyrakis, Prokopis K. Theodoridis. 2009. Internal marketing impact on business
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1082. Dong-Geun Oh, Kwang-Seok Kim, Sung yeol Choi, Lim Young-Kyu, Ji-suk Yeo. 2009.
Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model.
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1083. 이이이, Eung-Bong Lee. 2009. A Review of Studies on the Service Quality Evaluation of Digital
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1084. Riadh Ladhari. 2009. Assessment of the psychometric properties of SERVQUAL in the Canadian
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1085. Michael A. Gunderson, Allan W. Gray, Jay T. Akridge. 2009. Service quality in agronomic inputs:
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1086. Pablo Gutiérrez Rodríguez, José Luis Vázquez Burguete, Roger Vaughan, Jonathan Edwards. 2009.
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1089. 이이이, 이이이. 2009. A Study on the Formation of Customer Satisfaction, Revisit Intention and Word-of-
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1091. Papassapa Rauyruen, Kenneth E. Miller, Markus Groth. 2009. B2B services: linking service loyalty
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1094. Riadh Ladhari. 2009. Service quality, emotional satisfaction, and behavioural intentions. Managing
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1101. Ming-Lang Tseng. 2009. A causal and effect decision making model of service quality expectation
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1109. Laura Martínez Caro, Jose Antonio Martínez García. 2009. Does ISO 9000 certification affect
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1508. Chun‐sun Leung, Chester Kin‐man To. 2001. Measuring perceived service quality of fashion stores:
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1648. Mathew Joseph. 1997. Strategic Implications for Marketing Business Education in New Zealand.
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1652. F. Lamar Pritchard, Matthew Perri Iii. 1997. Development of a Scale to Measure the Quality of
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1655. Elizabeth A. Anderson. 1996. Measuring service quality at the University of Texas M.D. Anderson
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1657. Angus W. Laing, Seonaidh Cotton. 1996. Purchasing health care services: Information sources and
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1661. Joby John. 1996. A dramaturgical view of the health care service encounter. European Journal of
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1673. Chris D. Storey, Christopher J. Easingwood. 1996. Determinants of new product performance.
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1675. 1996. Erratum. Corporate Communications: An International Journal 1:2, 30-38. [Abstract] [PDF]
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1677. Chun‐sun Leung, Matha Wai‐yin Fung. 1996. Assessing perceived service quality of casual‐wear
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1681. Gail Tom, Scott Lucey. 1995. Waiting time delays and customer satisfaction in supermarkets. Journal
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1687. Jane Kingman‐Brundage, William R. George, David E. Bowen. 1995. “Service logic”: achieving
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1691. Anne E. Tomes, Stephen Chee Peng Ng. 1995. Service quality in hospital care: the development
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1699. Richard J. Varey. 1995. Internal marketing: a review and some interdisciplinary research challenges.
1700. Glenn F. Ross. 1995. Negative visitor‐hospitality industry staff interaction: Response styles of
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1704. E Thanassoulis, A Boussofiane, R.G Dyson. 1995. Exploring output quality targets in the provision
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1713. Lucie C.M. Boonekamp. 1994. Marketing for Health‐care Organizations: An Introduction to
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European Journal of Marketing

A Service Quality Model and its Marketing Implications

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