It is a little more than 15 years since the associations representing construction professionals in the UK surrendered to government pressure and abolished mandatory fee scales, predicting as they did so that inevitably abolition would lead to a decline in the standard of service provided to...

Discusses the development of a 26‐item scale for assessing service quality in a UK construction professional service context. The research builds upon work undertaken by service marketing academics in the USA who have developed a generic service quality measurement instrument (SERVQUAL). The...