A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman; Valarie A. Zeithaml; Leonard L. Berry · Journal of Marketing · 1985

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Autor / responsable

A. Parasuraman; Valarie A. Zeithaml; Leonard L. Berry

Editorial

Journal of Marketing

Año

1985

Idioma

en

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The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.

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APA 7

Parasuraman, A, Zeithaml, V. A, & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. https://doi.org/10.1177/002224298504900403

MLA

Parasuraman, A, et al. "A Conceptual Model of Service Quality and Its Implications for Future Research." 1985. https://doi.org/10.1177/002224298504900403.

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Parasuraman, A, Valarie A. Zeithaml, and Leonard L. Berry. 1985. "A Conceptual Model of Service Quality and Its Implications for Future Research.". https://doi.org/10.1177/002224298504900403.

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Parasuraman, A, Zeithaml, V. A. and Berry, L. L. 1985, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, available at: https://doi.org/10.1177/002224298504900403 [Accessed 29 Jun. 2026].

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Título: A Conceptual Model of Service Quality and Its Implications for Future Research

Autor / colaboradores: A. Parasuraman; Valarie A. Zeithaml; Leonard L. Berry

Editorial: Journal of Marketing

Año de publicación: 1985

Idioma: en

Materias

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Quality (philosophy); Business; Service quality; Conceptual model; Marketing; Service (business); Exploratory research; Computer science; Sociology; Philosophy; Epistemology; Database