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SERVQUAL: Measuring Service Quality by minhanh139206 is a document available to read on EtoBox.

What is SERVQUAL: Measuring Service Quality about?

The document discusses the SERVQUAL model, a multiple-item scale developed for measuring consumer perceptions of service quality. Published in the Journal of Retailing in January 1988, it has garnered significant attention with over 6,400 citations and 166,000 reads. The authors include A Parsu Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, who are prominent figures in the field of marketing and service quality research.

Author

minhanh139206

Language

EN