Autori
Cervai, SaraCian, LucaTitolo
Dal ServQual al ServPervalPeriodico
Micro & macro marketingAnno:
2013 - Volume:
64 - Fascicolo:
1 - Pagina iniziale:
13 - Pagina finale:
38Service quality is one of the most developed marketing researchfields. Simultaneously, it is one of the most fragmented ones. The goalof this article is to analyze and compare the conceptualization of servicequality in four models: ServQual, ServPerf, the «European School», andServPerval. These models stand out among the others in terms of boththeir theoretical and practical impacts. First, we will define, discuss,and illustrate service quality and its relationship with customer satisfactionand perceived value. Then, the aforementioned models will be presentedand compared. Finally, we will discuss about the state of currentliterature and the development of future models.
SICI: 1121-4228(2013)64:1<13:DSAS>2.0.ZU;2-8
Testo completo:
http://www.mulino.it/download/article/10.1431/73350Testo completo alternativo:
http://www.mulino.it/doi/10.1431/73350Esportazione dati in Refworks (solo per utenti abilitati)
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