Measuring service quality: is SERVQUAL now redundant?

Article Abstract:

The value of the SERVQUAL scale for determining customer perceptions of service quality is becoming more questionable as there are problems in interpreting the data produced. SERVQUAL is a questionnaire based on five quality dimensions of tangibles, empathy, assurance, responsiveness and reliability. Perceived service quality is determined by the level of discrepancy between customer perceptions and expectations. The value of SERVQUAL is examined.

Analysis, Measurement

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The corporate identity management process revisited

Article Abstract:

Models of the corporate identity management process are developed and evaluated.

Company Identity PR, Corporate image

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Six Sigma and service quality: Christian Gonroos revisited

Article Abstract:

The importance of service quality versus service quantity is discussed.

Customer Relations, Quality management, Beliefs, opinions and attitudes, Gonroos, Christian

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