Service Quality Measurement: Past and Future

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Vol: 12, Issue: 34

Publication Year:
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Conger, Sue; Hefley, W.E.; Galup, Stuart; Dattero, Ron
Service quality; measurement; SERVQUAL; WEBQUAL; e-ServQual
book description
Organizations seek to measure their quality of services as a basis for improvements. Many servicequality measures from marketing, supply chain, and information systems have been formulated and testedover the last 50 years, developing generic customer satisfaction measures. This research reviews theresearch from the three disciplines, developing directions for future research on service quality. Suggestedfuture research directions include a more context-specific, medium-sensitized approach to services, that isable to measure not only human services but also co-produced and machine-produced services.