Improving the measurement of service quality

1993/03/01 by Tom J. Brown, Gilbert A. Churchill, J. Paul Peter · 4 citations
Business, Management and Accounting · Agricultural and Biological Sciences · Psychology · #Customer Service Quality and Loyalty #Sensory Analysis and Statistical Methods #Cognitive and psychological constructs research

paper · doi:10.1016/s0022-4359(05)80006-5

Cited by

• Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
• Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
• The Behavioral Consequences of Service Quality
• The Management of Customer-Contact Service Employees: An Empirical Investigation