Using norms to improve the interpretation of service quality measures
Abstract
The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years, however, debate has emerged on how this comparison process should be operationalized and comparative analyses have been performed to assess the psychometric properties and diagnostic usefulness of different operationalizations. Reviews problems in the interpretation of service quality measures and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality.
Keywords
Citation
Brown, T.J. (1997), "Using norms to improve the interpretation of service quality measures", Journal of Services Marketing, Vol. 11 No. 1, pp. 66-80. https://doi.org/10.1108/08876049710158367
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited