Dal ServQual al ServPerval

Luca Cian and Sara Cervai

Micro & Macro Marketing, 2013, issue 1, 13-38

Abstract: Service quality is one of the most developed marketing researchfields. Simultaneously, it is one of the most fragmented ones. The goalof this article is to analyze and compare the conceptualization of servicequality in four models: ServQual, ServPerf, the «European School», andServPerval. These models stand out among the others in terms of boththeir theoretical and practical impacts. First, we will define, discuss,and illustrate service quality and its relationship with customer satisfactionand perceived value. Then, the aforementioned models will be presentedand compared. Finally, we will discuss about the state of currentliterature and the development of future models.

Keywords: ServQual; ServPerf; ServPerval; quality; satisfaction. (search for similar items in EconPapers)
Date: 2013
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