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Service Quality — Main Conceptualizations And Critique

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  • Maive Suuroja

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..

Suggested Citation

  • Maive Suuroja, 2003. "Service Quality — Main Conceptualizations And Critique," University of Tartu - Faculty of Economics and Business Administration Working Paper Series 23, Faculty of Economics and Business Administration, University of Tartu (Estonia).
    • Handle: RePEc:mtk:febawb:23
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    Cited by:

    1. Daniel Sakyi & Christian Kwarteng Appiah & Enock Kojo Ayesu & Mustapha Immurana & Samuel Tawiah Baidoo, 2020. "A terminal level analysis of service quality at Nigerian seaports," Journal of Shipping and Trade, Springer, vol. 5(1), pages 1-22, December.
    2. Emmanuel A. Amangala & Andy Fred Wali, 2020. "Market Orientation, Service Quality Perception, and Customer Satisfaction: The Role of Market-sensing Capabilities," Business Perspectives and Research, , vol. 8(2), pages 216-231, July.

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