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Some insights on conceptualizing and measuring service quality

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  • Martínez, Jose A.
  • Martínez, Laura

Abstract

We discuss past work in the conceptualization and measurement of perceived service quality and describe the most important models proposed in the last 25 years. We infer the general equations that can be derived from each conceptualization. Finally, we summarize the shortcomings and contradictions of each model as well as conclusions reached so far by a certain consensus of researchers using different models. In order to provide a framework for understanding service quality models, we discuss the service quality paradigm from the realist and constructivist perspective along with the multidimensional nature of service quality implicit in the reflective versus formative debate. We conclude by recommending the development of more creative models of service quality, proposing three different options for quantitative analysis that minimize the various limitations that characterize the most widely used models.

Suggested Citation

  • Martínez, Jose A. & Martínez, Laura, 2010. "Some insights on conceptualizing and measuring service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 17(1), pages 29-42.
    • Handle: RePEc:eee:joreco:v:17:y:2010:i:1:p:29-42
    DOI: 10.1016/j.jretconser.2009.09.002
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    References listed on IDEAS

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    4. Jarvis, Cheryl Burke & MacKenzie, Scott B & Podsakoff, Philip M, 2003. "A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 199-218, September.
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    Cited by:

    1. Mirela Mabic, 2014. "Quality In Higher Education – Which Dimensions Can Be Identified From The Responses Of Students Of Economics," Interdisciplinary Management Research, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 10, pages 721-731.

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