A Conceptual Model of Service Quality and Its Implications for Future Research Academic Article

abstract

• The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.

authors

• Berry, Leonard

published proceedings

• Journal of Marketing

altmetric score

• 17.08

author list (cited authors)

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

citation count

• 5671

complete list of authors

• Parasuraman, A||Zeithaml, Valarie A||Berry, Leonard L

publication date

• September 1985

publisher

• SAGE Publications  Publisher

published in

• Journal of Marketing  Journal

keywords

• 8 Health And Social Care Services Research
• 8.1 Organisation And Delivery Of Services

Digital Object Identifier (DOI)

• 10.1177/002224298504900403

start page

• 41

end page

• 50

volume

• 49

issue

• 4

URL

• http://dx.doi.org/10.1177/002224298504900403