MORE ON IMPROVING SERVICE QUALITY MEASUREMENT Academic Article

abstract

• In this note we respond to Brown, Churchill, and Peter's (1993) critique of SERVQUAL's difference-score conceptualization. We demonstrate that the claimed psychometric superiority of the alternative non-difference score conceptualization is debatable. We also argue that the SERVQUAL conceptualization offers richer diagnostics. 1993.

authors

• Berry, Leonard

published proceedings

• JOURNAL OF RETAILING

author list (cited authors)

• PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.

citation count

• 501

complete list of authors

• PARASURAMAN, A||BERRY, LL||ZEITHAML, VA

publication date

• March 1993

publisher

• Elsevier  Publisher

published in

• Journal of Retailing  Journal

keywords

• 35 Commerce, Management, Tourism And Services
• 3506 Marketing

Digital Object Identifier (DOI)

• 10.1016/S0022-4359(05)80007-7

start page

• 140

end page

• 147

volume

• 69

issue

• 1

URL

• http%3A%2F%2Fdx.doi.org%2F10.1016%2Fs0022-4359%2805%2980007-7