Work

SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

Year: 1994

Type: article

Source: Journal of Marketing

DOI: 10.1177/002224299405800110

Authors: J. Joseph Cronin, Steven A. Taylor

Institutions: Florida State University, Illinois State University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W2316110746

FWCI: 94.11

Cites: 18

Cited by: 3,323

Related to: 10