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The nomological net of perceived service quality

Henk Roest (Tilburg University, Tilburg, The Netherlands)
Rik Pieters (Tilburg University, Tilburg, The Netherlands)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 October 1997

3412

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

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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