The service-quality puzzle Academic Article uri icon


  • Service quality can often make the difference between a business's success and failure. But what causes problems, and what can a business do to eliminate them? The answers are here. © 1988.

author list (cited authors)

  • Berry, L. L., Parasuraman, A., & Zeithaml, V. A.

citation count

  • 223

publication date

  • September 1988