Artigo Revisado por pares

Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model

1991; Wiley; Volume: 30; Issue: 3 Linguagem: Inglês

10.1002/hrm.3930300304

ISSN

1099-050X

Autores

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml,

Tópico(s)

Consumer Behavior in Brand Consumption and Identification

Resumo

Abstract This study empirically examines organizational barriers to delivering high‐quality service performance as measured by customer perceptions and expectations. Using the extended service‐quality model developed by Zeithaml, Berry, and Parasuraman ( Journal of Marketing , 52, 35–48) 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.

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