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Assessment of the Three-Column Format SERVQUAL: An Experimental Approach

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  • Caruana, Albert
  • Ewing, Michael T.
  • Ramaseshan, B.

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  • Caruana, Albert & Ewing, Michael T. & Ramaseshan, B., 2000. "Assessment of the Three-Column Format SERVQUAL: An Experimental Approach," Journal of Business Research, Elsevier, vol. 49(1), pages 57-65, July.
    • Handle: RePEc:eee:jbrese:v:49:y:2000:i:1:p:57-65
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    References listed on IDEAS

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    1. Nick Johns & PHIL TYAS, 1997. "Customer Perceptions of Service Operations: Gestalt, Incident or Mythology?," The Service Industries Journal, Taylor & Francis Journals, vol. 17(3), pages 474-488, July.
    2. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    3. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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    Cited by:

    1. D. Vandaele & P. Gemmel, 2004. "Development of a measurement scale for business-to-business service quality: assessment in the facility services sector," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 04/259, Ghent University, Faculty of Economics and Business Administration.
    2. Gür, Oya Altinsoy, 2019. "Targeted and perceived service quality," MPRA Paper 98034, University Library of Munich, Germany.
    3. Glunk, U. & Heijltjes, M.G., 2003. "Changes in the top management team: performance implications of altering team composition," Research Memorandum 050, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    4. Saraei, Soudabe & Amini, Amir M., 2012. "A study of service quality in rural ICT renters of Iran by SERVQUAL," Telecommunications Policy, Elsevier, vol. 36(7), pages 571-578.
    5. Halil Nadiri, 2011. "Customers’ zone of tolerance for retail stores," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 113-137, June.
    6. Anne Julien & Christina Tsoni, 2013. "Front-line Employee versus Customer Perceptions of Quality Attributes," Post-Print halshs-00850129, HAL.
    7. Ali, Mazhar & Ahmed, Masood, 2018. "Determinants of students’ loyalty to university: A service-based approach," MPRA Paper 84352, University Library of Munich, Germany.
    8. Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
    9. Oya Altinsoy Gür, 2020. "Targeted and perceived service quality," Post-Print hal-02458432, HAL.
    10. Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
    11. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.

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