Service Quality - Main Conceptualizations and Critique

University of Tartu Economics and Business Working Paper No. 2003-23

27 Pages Posted: 18 Jan 2004

See all articles by Maive Suuroja

Maive Suuroja

University of Tartu - Faculty of Economics and Business Administration

Date Written: December 15, 2003

Abstract

Conceptualization and measurement of service quality perceptions have been the most debated and controversial topics in the services marketing literature to date. The current paper analyzes the main debates about how to conceptualize service quality - about the nature of perceived service quality (perception of performance vs. disconfirmation) and the formation of service quality (single construct vs. aggregation of several dimensions). The paper explores the main theoretical viewpoints and seeks supportive empirical evidence. A synthesis of different theoretical viewpoints and ideas for further research is discussed.

Keywords: Service quality

JEL Classification: L81, M19

Suggested Citation

Suuroja, Maive, Service Quality - Main Conceptualizations and Critique (December 15, 2003). University of Tartu Economics and Business Working Paper No. 2003-23, Available at SSRN: https://ssrn.com/abstract=486947 or http://dx.doi.org/10.2139/ssrn.486947

Maive Suuroja (Contact Author)

University of Tartu - Faculty of Economics and Business Administration ( email )

Narva Rd. 4-A214
Tartu 51009, 51009
Estonia
+372/7/376 116 (Phone)

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