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  • Measuring Service Quality Reexamination Extension

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    Marcela González
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    The document is an article from the Journal of Marketing titled "Measuring Service Quality: A Reexamination and Extension" by authors J. Joseph Cronin Jr. and Steven A. Taylor. It examines existing measures of service quality and proposes an alternative scale called SERVPERF that measures service quality as the consumer's perception of the performance of the service. The article reviews prior literature on service quality measurement and presents an empirical study comparing the proposed SERVPERF scale to an existing measure.

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    The document is an article from the Journal of Marketing titled "Measuring Service Quality: A Reexamination and Extension" by authors J. Joseph Cronin Jr. and Steven A. Taylor. It examines existing measures of service quality and proposes an alternative scale called SERVPERF that measures service quality as the consumer's perception of the performance of the service. The article reviews prior literature on service quality measurement and presents an empirical study comparing the proposed SERVPERF scale to an existing measure.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    20 views15 pages

    Measuring Service Quality Reexamination Extension

    Uploaded by

    Marcela González
    The document is an article from the Journal of Marketing titled "Measuring Service Quality: A Reexamination and Extension" by authors J. Joseph Cronin Jr. and Steven A. Taylor. It examines existing measures of service quality and proposes an alternative scale called SERVPERF that measures service quality as the consumer's perception of the performance of the service. The article reviews prior literature on service quality measurement and presents an empirical study comparing the proposed SERVPERF scale to an existing measure.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    Measuring Service Quality: A Reexamination and Extension

    Author(s): J. Joseph Cronin, Jr. and Steven A. Taylor


    Reviewed work(s):
    Source: Journal of Marketing, Vol. 56, No. 3 (Jul., 1992), pp. 55-68
    Published by: American Marketing Association
    Stable URL: http://www.jstor.org/stable/1252296
    Accessed: 11/03/2013 17:20

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