We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
An Evaluation of the SERVQUAL Scales in a Retailing Setting.
- Authors
Finn, David W.; Lamb Jr., Charles W.
- Abstract
A series of articles by Parasuraman, Zeithaml, and Berry has traced the development of a theory that attempts to explain how consumers acquire perceptions of the quality of service firms. Parallel with their theory development, Parasuraman, et al. have experimented with various ways of measuring the hypothetical dimensions of service quality. Their latest effort resulted in a set of scales they have named SERVQUAL. The research reported here examined the usefulness of SERVQUAL in a retail setting. Results do not support the proposition that the instrument can he used to assess perceived service quality in retailing.
- Publication
Advances in Consumer Research, 1991, Vol 18, Issue 1, p483
- ISSN
0098-9258
- Publication type
Conference Proceeding