A Pragmatic View of Perceived Service Quality Measurement
Service quality measurement has been a central issue to service quality researchers and practitioners. A review of the service quality literature yields several approaches to the measurement of service quality. These approaches each have their strengths and weaknesses, and each may be appropriate under given circumstances. The present paper seeks to offer guidance to service practitioners interested in the measurement of service quality by suggesting which approach may be appropriate in light of various measurement criteria.
Services Marketing Quarterly
Hamer, Lawrence. (2003) A Pragmatic View of Perceived Service Quality Measurement. Services Marketing Quarterly. 29-42.