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.
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/S1474-787120170000029001Download as .RIS
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