The service-quality puzzle
Business HorizonsPublished 1 September 1988
Leonard L. Berry, A. Parasuraman, Valarie A. Zeithaml
Citations547
SJR quartileQ1
SJR score2.28
SNIP2.56
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Abstract
Service quality can often make the difference between a business's success and failure. But what causes problems, and what can a business do to eliminate them? The answers are here.
Keywords
Business, Management and Accounting
Journal of MarketingA Conceptual Model of Service Quality and Its Implications for Future Research
17,152 Citations1985A. Parasuraman, Valarie A. Zeithaml +1 more