The nomological net of perceived service quality
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 October 1997
Abstract
Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.
Keywords
Citation
Roest, H. and Pieters, R. (1997), "The nomological net of perceived service quality", International Journal of Service Industry Management, Vol. 8 No. 4, pp. 336-351. https://doi.org/10.1108/09564239710174408
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited