11
See discussions, stats, and author profiles for this publication at: http://www.researchgate.net/publication/225083670 A Conceptual Model of Service Quality and Its Implication for Future Research ARTICLE in JOURNAL OF MARKETING · JANUARY 1985 Impact Factor: 5.47 · DOI: 10.2307/1251430 CITATIONS 6,047 DOWNLOADS 13,644 VIEWS 2,764 3 AUTHORS, INCLUDING: Valarie A. Zeithaml University of North Carolina at Chapel Hill 67 PUBLICATIONS 38,153 CITATIONS SEE PROFILE Leonard L Berry Texas A&M University 60 PUBLICATIONS 15,583 CITATIONS SEE PROFILE Available from: Valarie A. Zeithaml Retrieved on: 17 August 2015

Zeithaml85 conceptualmodel

Embed Size (px)

Citation preview

Page 1: Zeithaml85 conceptualmodel

Seediscussions,stats,andauthorprofilesforthispublicationat:http://www.researchgate.net/publication/225083670

AConceptualModelofServiceQualityandItsImplicationforFutureResearch

ARTICLEinJOURNALOFMARKETING·JANUARY1985

ImpactFactor:5.47·DOI:10.2307/1251430

CITATIONS

6,047

DOWNLOADS

13,644

VIEWS

2,764

3AUTHORS,INCLUDING:

ValarieA.Zeithaml

UniversityofNorthCarolinaatChapelHill

67PUBLICATIONS38,153CITATIONS

SEEPROFILE

LeonardLBerry

TexasA&MUniversity

60PUBLICATIONS15,583CITATIONS

SEEPROFILE

Availablefrom:ValarieA.Zeithaml

Retrievedon:17August2015

http://www.researchgate.net/publication/225083670_A_Conceptual_Model_of_Service_Quality_and_Its_Implication_for_Future_Research?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_2
http://www.researchgate.net/publication/225083670_A_Conceptual_Model_of_Service_Quality_and_Its_Implication_for_Future_Research?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_3
http://www.researchgate.net/?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_1
http://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_4
http://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_5
http://www.researchgate.net/institution/University_of_North_Carolina_at_Chapel_Hill?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_6
http://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_7
http://www.researchgate.net/profile/Leonard_Berry?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_4
http://www.researchgate.net/profile/Leonard_Berry?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_5
http://www.researchgate.net/institution/Texas_A_M_University?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_6
http://www.researchgate.net/profile/Leonard_Berry?enrichId=rgreq-c3167b77-3d85-43d8-9b10-9abad2915494&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_7
Page 2: Zeithaml85 conceptualmodel
Page 3: Zeithaml85 conceptualmodel
Page 4: Zeithaml85 conceptualmodel
Page 5: Zeithaml85 conceptualmodel
Page 6: Zeithaml85 conceptualmodel
Page 7: Zeithaml85 conceptualmodel
Page 8: Zeithaml85 conceptualmodel
Page 9: Zeithaml85 conceptualmodel
Page 10: Zeithaml85 conceptualmodel
Page 11: Zeithaml85 conceptualmodel

Mqt 1683 21-09-12

Mqt 1683 21-09-12

Business
Pédagogie En Accès Libre

Pédagogie En Accès Libre

Business
How to Open a Presentation

How to Open a Presentation

Business
Top 25 Ways For Small Businesses To Save On Taxes Today

Top 25 Ways For Small Businesses To Save On Taxes Today

Business
Syntens social media

Syntens social media

Business
Crossmedia en de dagelijkse realiteit

Crossmedia en de dagelijkse realiteit

Business
A Content Strategy Roadmap

A Content Strategy Roadmap

Business
Continuous Learning Pvt. Ltd. - A Profile of HRD Solutions Providing Company

Continuous Learning Pvt. Ltd. - A Profile of HRD Solutions Providing Company

Business
Eines 2.0 per a les organitzacions

Eines 2.0 per a les organitzacions

Business
SME Packages

SME Packages

Business
Service Product Profit Model - FULL

Service Product Profit Model - FULL

Business
Projekty na czas

Projekty na czas

Business
The Benefits of Remote Working

The Benefits of Remote Working

Business
Angono Go Negosyo (AngoNegosyo)

Angono Go Negosyo (AngoNegosyo)

Business
Do's & Don'ts of Developing Corporate Hispanic Websites in the Age of Social Media

Do's & Don'ts of Developing Corporate Hispanic Websites in the Age of Social Media

Business
Zděnek Linc (Slevomat.cz) - Facebook PPC - Prakticky, pokročile, cíleně

Zděnek Linc (Slevomat.cz) - Facebook PPC - Prakticky, pokročile, cíleně

Business
Making Friends & Influencing People - We Are Social's beginner's guide to social media

Making Friends & Influencing People - We Are Social's beginner's guide to social media

Business
Lohnt sich Gamification?

Lohnt sich Gamification?

Business
Daxx in Pictures: What Your Remote Developers Get With Us

Daxx in Pictures: What Your Remote Developers Get With Us

Business
Develop instant rapport with clients a workshop for call centre executives

Develop instant rapport with clients a workshop for call centre executives

Business
The Rising of E Commerce Web Hosting Business

The Rising of E Commerce Web Hosting Business

Business
How to Migrate from Ablecommerce to PrestaShop wih Cart2Cart

How to Migrate from Ablecommerce to PrestaShop wih Cart2Cart

Business
Libro contro presupuestario gleenn wesch

Libro contro presupuestario gleenn wesch

Business
Innovation, entrepreneurship and social change: New approaches to intellectual property

Innovation, entrepreneurship and social change: New approaches to intellectual property

Business
Marek Prokop - Co spojuje SEO, UX a Copywritting?

Marek Prokop - Co spojuje SEO, UX a Copywritting?

Business
Business Model Canvas - KAMMCO

Business Model Canvas - KAMMCO

Business
Landing Page Best Practices

Landing Page Best Practices

Business
6 Unremarkable Yet Powerful Principles of Building an Online Business

6 Unremarkable Yet Powerful Principles of Building an Online Business

Business
[Blt] 스타트업 ip전략 v2.1

[Blt] 스타트업 ip전략 v2.1

Business
Koniec projektu przed terminem? Tak, gdy inaczej planujesz czas

Koniec projektu przed terminem? Tak, gdy inaczej planujesz czas

Business