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
ISSN1099-050X
AutoresA. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml,
Tópico(s)Consumer Behavior in Brand Consumption and Identification
ResumoAbstract 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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