Building a competitive advantage for service firms: measurement of consumer expectations of service quality
- 1 January 1993
- journal article
- research article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 7 (1) , 22-32
- https://doi.org/10.1108/08876049310026079
Abstract
Reports on research into measurement of consumer expectations. Examines the stability of consumer expectations and considers whether the measurement of expectations should occur before or after the service encounter. Discusses the measurement issue as a way of building competitive advantage by meeting consumer expectations of the service.Keywords
This publication has 3 references indexed in Scilit:
- A Longitudinal Analysis of the Impact of Service Changes on Customer AttitudesJournal of Marketing, 1991
- A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 1985
- A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 1984