TY  - JOUR
AB  - Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.
VL  - 14
IS  - 4
SN  - 0960-4529
DO  - 10.1108/09604520410546806
UR  - https://doi.org/10.1108/09604520410546806
AU  - Kang Gi‐Du
AU  - James Jeffrey
PY  - 2004
Y1  - 2004/01/01
TI  - Service quality dimensions: an examination of Grönroos’s service quality model
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 266
EP  - 277
Y2  - 2024/04/24
ER  -