A Conceptual Model of Service Quality and Its Implications for Future Research
Published in Journal of Marketing • Sep 1, 1985
Authors:,,
A. Parasuraman
Valarie A. Zeithaml
Leonard L. Berry
Abstract
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insigh...
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