April 1, 1984

A Service Quality Model and its Marketing Implications

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Abstract

Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.

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Christian Grönroos (Sun,) studied this question.

www.synapsesocial.com/papers/69d900aa7e3358c846d17e23 — DOI: https://doi.org/10.1108/eum0000000004784

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Harvard business review· 1993 · 18,342 citations

A Service Quality Model and its Marketing Implications

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