A Critical Review of Service Quality

Ciceo Andreea () and Andreea Ionescu
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Ciceo Andreea: Faculty of Marketing, Academy of Economic Studies Bucharest

Ovidius University Annals, Economic Sciences Series, 2013, vol. XIII, issue 1, 736-740

Abstract: The aim of this paper is to draw attention upon the importance of service quality and the evolution of the concept accross the years. In order to attain this goal, the authors will make a review of the ”service quality” concept – for what does it stand and how it can be measured?, as well as the most notable managerial implications associated with service quality.

Keywords: services marketing; service quality; SERVQUAL; SERVPERF (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:xii:y:2012:i:1:p:736-740

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