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Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model
Author(s) -
Parasuraman A.,
Berry Leonard L.,
Zeithaml Valarie A.
Publication year - 1991
Publication title -
human resource management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.888
H-Index - 94
eISSN - 1099-050X
pISSN - 0090-4848
DOI - 10.1002/hrm.3930300304
Subject(s) - service quality , marketing , business , conceptual model , service (business) , quality (philosophy) , measure (data warehouse) , empirical research , perception , services marketing , empirical examination , process management , knowledge management , computer science , psychology , philosophy , epistemology , database , neuroscience , actuarial science
This study empirically examines organizational barriers to delivering high‐quality service performance as measured by customer perceptions and expectations. Using the extended service‐quality model developed by Zeithaml, Berry, and Parasuraman ( Journal of Marketing , 52, 35–48) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have practical implications and suggest an agenda for future organizational research.