Relevant Knowledge Series

Service Quality

Service Quality offers a succinct overview of a topic of interest across industries and sectors. Service Quality discusses the definition and measurement of service quality, as well as the challenge of improving service performance and delivering service quality on the Internet. The book also examines evidence of links between service quality, customer loyalty, and profitability. 

“Valarie Zeithaml and A. Parasuraman are uniquely qualified to offer an overview of existing and new knowledge in this area. Since the mid-1980s, when service quality emerged as an important component of services marketing, their research has been pivotal in defining the construct of service quality and developing ways to measure and improve service performance. . . . . Service Quality will appeal to a broad cross-section of readers.”—From “Foreword” by Leigh M. McAlister

Contents

• What Is Service Quality?
• Measuring Service Quality: SERVQUAL
• Improving Service Quality
• Return on Service Quality: Customer Loyalty and Profitability
• Electronic Service Quality
• Directions for Future Research

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