TY  - JOUR
AB  - The issue of measuring service quality has been widely debated in the literature. Two main scales have been developed and criticized in the last few years: SERVQUAL and SERVPERF. Attempts to identify which one of these scales would be best suited for the purpose of Australian advertising agencies. SERVPERF was found to be the best overall predictor of service quality. Discusses the study’s limitations and makes suggestions for further research in the concluding section.
VL  - 11
IS  - 3
SN  - 0887-6045
DO  - 10.1108/08876049710168672
UR  - https://doi.org/10.1108/08876049710168672
AU  - Quester Pascale
AU  - Romaniuk Simon
PY  - 1997
Y1  - 1997/01/01
TI  - Service quality in the Australian advertising industry: a methodological study
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 180
EP  - 192
Y2  - 2024/04/24
ER  -