More on improving service quality measurement Academic Article uri icon


  • 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.

citation count

  • 444

publication date

  • March 1993