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July 1, 2001Journal of Marketing

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach

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Authors

MBMichael K. BradyFlorida State UniversityJCJ. Joseph CroninValdosta State University

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Brady et al. (2001) studied this question.

synapsesocial.com/papers/69d80dbf798943bad8d17ce1https://doi.org/10.1509/jmkg.65.3.34.18334
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Also Consider

Synapse has enriched 4 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Measuring Service Quality: A Reexamination and Extension1992 · 8,966 citations
  2. 2The Management of Customer-Contact Service Employees: An Empirical Investigation1996 · 704 citations
  3. 3Waiting for Service: The Relationship between Delays and Evaluations of Service1994 · 889 citations
  4. 4A Test of Services Marketing Theory: Consumer Information Acquisition Activities1991 · 586 citations