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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.
author list (cited authors)
Parasuraman, A., Berry, L. L., & Zeithaml, V. A.