Defining and Measuring the Quality of Customer Service

The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.

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Year of publication:	1990
Authors:	Lewis, Barbara R. ; Mitchell, Vincent W.
Published in:	Marketing Intelligence & Planning. - MCB UP Ltd, ISSN 1758-8049, ZDB-ID 2023533-1. - Vol. 8.1990, 6, p. 11-17
Publisher:	MCB UP Ltd
Subject:	Customer satisfaction \| Organizational performance \| Service industries \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000001086 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014946844