Process‐oriented measurement of service quality: Applying the sequential incident technique

Abstract

Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident technique (SIT). Outlines the concept and basic assumptions of SIT describes an empirical SIT study applied to measure the quality of perception of guests in club resort. Suggests that the SIT is a valuable complement to the traditional mix of quality measurement methods. Discusses a number of limitations of this method and sets out some managerial implications.

Citation

Stauss, B. and Weinlich, B. (1997), "Process‐oriented measurement of service quality: Applying the sequential incident technique", European Journal of Marketing, Vol. 31 No. 1, pp. 33-55. https://doi.org/10.1108/03090569710157025