CiteWeb id: 20130000118

CiteWeb score: 1465

DOI: 10.1108/03090569610105762

Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.

The publication "SERVQUAL: review, critique, research agenda" is placed in the Top 10000 in category Economics.
Links to full text of the publication: