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Working Papers on Information Systems ISSN 1535-6078
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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.

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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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