Measuring customer service quality in international marketing channels: a multimethod approach

M.G.M. Wetzels, J.C. Ruyter, de, J.G.A.M. Lemmink, K. Koelemeijer

Research output: Contribution to journalArticleAcademicpeer-review

15 Citations (Scopus)

Abstract

The measurement of perceived service quality using the SERVQUAL approach has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this methodology as well as its empirical operationalization. Presents a complementary approach to measuring service quality based on conjoint analysis. Discusses the application of both SERVQUAL and conjoint analysis in the context of measuring customer service quality in international marketing channels and evaluates how the results may lead to a more comprehensive insight into the quality of customer service and provide a basis for segmentation and optimization of customer service.
Original languageEnglish
Pages (from-to)50-59
Number of pages10
JournalJournal of Business & Industrial Marketing
Volume10
Issue number5
DOIs
Publication statusPublished - 1995

Fingerprint Dive into the research topics of 'Measuring customer service quality in international marketing channels: a multimethod approach'. Together they form a unique fingerprint.

Cite this