Service Quality Measurement: Past and Future

Sue Conger University of Dallas, USA

W.E. Hefley University of Pittsburgh, USA

Stuart Galup Florida Atlantic University, USA

Ron Dattero Missouri State University, USA

Abstract
Organizations seek to measure their quality of services as a basis for improvements. Many service quality measures from marketing, supply chain, and information systems have been formulated and tested over the last 50 years, developing generic customer satisfaction measures. This research reviews the research from the three disciplines, developing directions for future research on service quality. Suggested future research directions include a more context-specific, medium-sensitized approach to services, that is able to measure not only human services but also co-produced and machine-produced services.

Full Text Document:	Preview PDF (Service Quality Measurement - AIS SIGSVC 2012) 609Kb
Reference:	Sue Conger, Bill Hefley, Stuart Galup, Ron Dattero (2012). "Service Quality Measurement: Past and Future," Proceedings > Proceedings of SIGSVC Workshop . Sprouts: Working Papers on Information Systems, 12(34). http://sprouts.aisnet.org/12-34
Keywords:	Service quality, measurement, SERVQUAL, WEBQUAL, e-ServQual
Item Type:	Article - Volume 12 Article 34 (2012)
Language:	English
Email:	Sue Conger (sue.conger@gmail.com) W.E. Hefley (wehefley@katz.pitt.edu) Stuart Galup (sgalup@fau.edu) Ron Dattero (RonDattero@missouristate.edu)

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