SERVPERF Versus SERVQUAL: A Marketing Management Dilemma When Assessing Service Quality
Major concerns are being voiced in the marketing literature regarding conceptual, methodological, and practical issues of measuring service quality. This paper addresses the practical usefulness to marketing managers of measuring performance perceptions only (SERVPERF) versus customer expectations a...
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| Автор: | |
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| Формат: | Artigo |
| Мова: | Inglês |
| Опубліковано: |
Marketing Management Association
1994-01-01
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| Серія: | Marketing Management Journal |
| Онлайн доступ: | https://doi.org/10.63963/001c.150661 |
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