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Assessing and improving service performancefor maximum impact: insights from a two‐decade‐long research journey

A. Parasuraman (Professor and Holder of the James W. McLamore Chair in the Department of Marketing, University of Miami, Miami, Florida, USA)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 1 August 2004

Abstract

Starting in 1983, and sponsored by the Marketing Science Institute (MSI), the service research journey has consisted of multiple research phases that have covered a variety of sectors, employed both qualitative and quantitative research techniques and included interviews with managers, employees and customers of dozens of organizations. The focus of this paper has been on understanding, measuring and improving service quality. The research has produced concepts, models and tools, which are now widely used for evaluating service quality in the commercial sector.

Keywords

Citation

Parasuraman, A. (2004), "Assessing and improving service performancefor maximum impact: insights from a two‐decade‐long research journey", Performance Measurement and Metrics, Vol. 5 No. 2, pp. 45-52. https://doi.org/10.1108/14678040410546064

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited