An Exploratory Investigation of Management Accounting Service Quality Dimensions Using Servqual and Servperf
Advances in Management Accounting
ISBN: 978-1-78743-298-7, eISBN: 978-1-78743-297-0
ISSN: 1474-7871
Publication date: 20 October 2017
Abstract
Originality/value: This is the first empirical study to our knowledge that reports on MA service quality dimensions using both the SQ and SP instruments. This study investigated perceptions and expectations of MA service users and providers. Our sample is a cross-section of experienced professionals.
Keywords
Citation
Fleischman, G.M., Johnson, E.N. and Walker, K.B. (2017), "An Exploratory Investigation of Management Accounting Service Quality Dimensions Using Servqual and Servperf", Advances in Management Accounting (Advances in Management Accounting, Vol. 29), Emerald Publishing Limited, pp. 91-125. https://doi.org/10.1108/S1474-787120170000029001
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:Emerald Publishing Limited
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