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

Copyright © 2017 Emerald Publishing Limited

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