A Conceptual Model of Service Quality and Its Implications for Future Research
1985/09/01 by A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · 10,040 citations
Business, Management and Accounting · #Business #Computer science #Conceptual model #Consumer Market Behavior and Pricing #Customer Service Quality and Loyalty #Exploratory research #Marketing #Quality (philosophy) #Service (business) #Service quality #Sociology #Wine Industry and Tourism
paper · doi:10.1177/002224298504900403
published in Journal of Marketing 49(4), 41-50 (SAGE Publishing)
openalex publication_date 1985/09/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/04
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 insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
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