INTQUAL ‐ an internal measure of service quality and the link between service quality and business performance
- 1 September 1997
- journal article
- Published by Emerald Publishing in European Journal of Marketing
- Vol. 31 (8) , 604-616
- https://doi.org/10.1108/03090569710176600
Abstract
Looks at the importance of the service sector to national economies with interest for practitioners and academics. Posits that management has to determine what actions it needs to undertake to ensure it delivers service quality.Keywords
This publication has 37 references indexed in Scilit:
- An empirical assessment of the SERVQUAL scalePublished by Elsevier ,2002
- SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 1994
- Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further ResearchJournal of Marketing, 1994
- Caution in the Use of Difference Scores in Consumer ResearchJournal of Consumer Research, 1993
- Marketing Services: Competing Through QualityJournal of Marketing, 1992
- The Marketing Strategy Continuum: Towards a Marketing Concept for the 1990sManagement Decision, 1991
- The impact of grand strategy and planning formality on financial performanceStrategic Management Journal, 1987
- A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 1984
- Psychometric TheoryAmerican Educational Research Journal, 1968
- Coefficient alpha and the internal structure of testsPsychometrika, 1951