Alternative measures of service quality: a review

By Riadh Ladhari. 2008

457 citations recorded by the source corpus.

Subfields: General Health Professions, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/c77e3d1f87a78ba014168444efc84c6a75ca9331

How researchers see this paper

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

In General Health Professions

1. K. Kiran
2. Nor Asiah Abdullah
3. Norizan M. Kassim
4. Grant Packard
5. Jonah A. Berger
6. Riadh Ladhari

In Marketing

1. Jonah A. Berger
2. K. Kiran
3. Grant Packard
4. Nor Asiah Abdullah
5. Norizan M. Kassim
6. Riadh Ladhari
7. Nicole Koenig‐Lewis
8. Adrian Palmer

In Organizational Behavior and Human Resource Management

1. K. Kiran
2. Nor Asiah Abdullah
3. Jonah A. Berger
4. Grant Packard
5. Norizan M. Kassim
6. Riadh Ladhari
7. E. van Tonder
8. D. Petzer

Citations in the corpus

• Does Restaurant Performance Meet Customers' Expectations? An Assessment of Restaurant Service Quality Using a Modified Dineserv Approach (2010, unknown): “The original or modified version of SERVQUAL instrument was used in a variety of service industries (Ladhari 2008).”
• How Concrete Language Shapes Customer Satisfaction (2020, background): “Not surprisingly, then, thousands of academic articles seek to understand how to improve the quality of consumer interactions with sales and service people (cf. reviews by Ladhari 2008; Parasuraman and Zeithaml 2002).”
• The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010, background): “The purpose of our study is to investigate the path service quality → customer satisfaction → trust → loyalty, drawing from Malaysian and Qatari customers because it has been contended that constructs of service quality that are developed in one culture might not be applicable in another culture ( L”
• A review of twenty years of SERVQUAL research (2009, background): “As a result, adaptations and/or replacements of SERVQUAL have been suggested for various industry-specific contexts (Ladhari, 2008).”
• Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university (2010, background): “Ladhari’s (2008) review on various measures of service quality made him conclude that each service context is unique and managers should apply scales cautiously by taking into consideration cultural factors too. In this case minor changes were made to the questions and the study of UM staff revealed”