Some insights on conceptualizing and measuring service quality

Martínez, Jose A. and Martínez, Laura

Journal of Retailing and Consumer Services, 2010, vol. 17, issue 1, 29-42

Abstract: We discuss past work in the conceptualization and measurement of perceived service quality and describe the most important models proposed in the last 25 years. We infer the general equations that can be derived from each conceptualization. Finally, we summarize the shortcomings and contradictions of each model as well as conclusions reached so far by a certain consensus of researchers using different models. In order to provide a framework for understanding service quality models, we discuss the service quality paradigm from the realist and constructivist perspective along with the multidimensional nature of service quality implicit in the reflective versus formative debate. We conclude by recommending the development of more creative models of service quality, proposing three different options for quantitative analysis that minimize the various limitations that characterize the most widely used models.

Keywords: Service quality; Multidimensional models; Reflective and formative models; Realist and constructivist perspectives (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:17:y:2010:i:1:p:29-42

DOI: 10.1016/j.jretconser.2009.09.002

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