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Genestre et al., 1996 - Google Patents

Service expectations and perceptions revisited: adding product quality to SERVQUAL

Genestre et al., 1996

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Document ID
9837765424472468964
Author
Genestre A
Herbig P
Publication year
Publication venue
Journal of Marketing Theory and Practice

External Links

Snippet

Since the release of SERVQUAL and its findings, much has been written on service quality. In this study, we extend the SERVQUAL concept by adding product attributes and examining the combined results. The conclusions reached are that the product dimension is uppermost …
Continue reading at www.academia.edu (PDF) (other versions)

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