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What is Hierarchical Model of Service Quality about?
The authors propose a hierarchical model for conceptualizing perceived service quality, identifying three primary dimensions: outcome, interaction, and environmental quality, each with three subdimensions. This model aims to clarify the complex nature of service quality perceptions and is supported by qualitative and empirical research across four service industries. The study highlights the importance of reliability, responsiveness, and empathy in enhancing service quality perceptions.
- Author
- m1350215
- Language
- EN