PERCEIVED SERVICE QUALITY AS A CUSTOMER-BASED PERFORMANCE-MEASURE - AN EMPIRICAL-EXAMINATION OF ORGANIZATIONAL BARRIERS USING AN EXTENDED SERVICE QUALITY MODEL Academic Article uri icon

abstract

  • AbstractThis study empirically examines organizational barriers to delivering highquality service performance as measured by customer perceptions and expectations. Using the extended servicequality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 3548) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have practical implications and suggest an agenda for future organizational research.

published proceedings

  • HUMAN RESOURCE MANAGEMENT

author list (cited authors)

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

citation count

  • 288

complete list of authors

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

publication date

  • September 1991

publisher