Working Papers

Conceptualizing and Testing a Dynamic Process Model of Service Quality

William Boulding, Richard Staelin, Ajay Kalra, and Valarie A. Zeithaml

Jan 1, 1992

Develops and tests an individual-level model of service quality that traces the way customers form and update their perceptions and expectations of service quality.

This resource is not available online.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.