MORE ON IMPROVING SERVICE QUALITY MEASUREMENT

Authors
PARASURAMAN A BERRY LL ZEITHAML VA
Citation
A. Parasuraman et al., MORE ON IMPROVING SERVICE QUALITY MEASUREMENT, J RETAILING, 69(1), 1993, pp. 140-147
Citations number
9
Categorie Soggetti
Business
Journal title
Journal of retailing
ISSN journal
00224359 → ACNP
Volume
69
Issue
1
Year of publication
1993
Pages
140 - 147
Database
ISI
SICI code
0022-4359(1993)69:1<140:MOISQM>2.0.ZU;2-D
Abstract
In this note we respond to Brown, Churchill, and Peter's (1993) critiq ue of SERVQUAL's difference-score conceptualization. We demonstrate th at the claimed psychometric superiority of the alternative non-differe nce score conceptualization is debatable. We also argue that the SERVQ UAL conceptualization offers richer diagnostics.