Some new thoughts on conceptualizing perceived service quality: A hierarchical approach

Through qualitative and empirical research, the authors find that the servi ce quality construct conforms to the structure of a third-order factor mode l that ties service quality perceptions to distinct and actionable dimensio ns: outcome, interaction, and environmental quality. In turn, each has thre e subdimensions that define the basis of service quality perceptions. The a uthors further suggest that for each of these subdimensions to contribute t o improved service quality perceptions, the quality received by consumers m ust be perceived to be reliable, responsive, and empathetic. The authors te st and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limi tations.