The service-quality puzzle

Leonard L Berry; A Parasuraman; Valarie A Zeithaml

doi:10.1016/0007-6813(88)90053-5

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Journal article

Peer reviewed

The service-quality puzzle

Leonard L Berry, A Parasuraman and Valarie A Zeithaml

Business horizons, Vol.31(5), pp.35-43

1988

DOI: https://doi.org/10.1016/0007-6813(88)90053-5

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.

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Collaboration types: Domestic collaboration
Citation topics: 6 Social Sciences; 6.3 Management; 6.3.65 Customer Satisfaction
Web Of Science research areas: Business
ESI research areas: Economics & Business

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Details

Title: The service-quality puzzle
Creators: Leonard L Berry
A Parasuraman
Valarie A Zeithaml
Publication Details: Business horizons, Vol.31(5), pp.35-43
Publisher: Elsevier Inc
Language: English
Resource Type: Journal article
Record Identifier: 991031614419802976