Some insights on conceptualizing and measuring service quality

By José Antonio Martínez, L. Martínez. 2010

175 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/6bf0f05c77dab0793b29556f517817f48d91481e

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Alex Mathioudakis
2. Lesley Ledden
3. Stavros Kalafatis

In Organizational Behavior and Human Resource Management

1. Alex Mathioudakis
2. Lesley Ledden
3. Stavros Kalafatis

Citations in the corpus

• The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination (2011, background): “…provided by Parasuraman, Zeithaml and Berry (1988) did not deal with issues related to SERVQUAL as a higher order construct; however, a recent review of measures of service quality by Martínez and Martínez (2010) depicts and classifies SERVQUAL as a multi-dimensional formative model.”