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A Service Quality Model and its Marketing Implications

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 April 1984

Abstract

Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.

Keywords

Citation

Grönroos, C. (1984), "A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44. https://doi.org/10.1108/EUM0000000004784

Publisher

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MCB UP Ltd

Copyright © 1984, MCB UP Limited