Two sides of the same story : measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument

J.C. Ruyter, de, M.G.M. Wetzels

Research output: Contribution to journalArticleAcademicpeer-review

7 Citations (Scopus)

Abstract

The measurement of perceived service quality using the well-known SERVQUAL instrument has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this quality measurement tool as well as its empirical operationalization. In this paper, we present a complementary approach to measuring service quality, based on conjoint analysis. We discuss the integration of the SERVQUAL instrument and conjoint analysis in the context of service encounters in public transport in the Netherlands. Furthermore, it is examined whether there is a difference between employee and customer perceptions of service quality. On the basis of results, a difference between these two actors in the service encounter can be confirmed.
Original languageEnglish
Pages (from-to)595-603
Number of pages10
JournalTotal Quality Management
Volume7
Issue number6
DOIs
Publication statusPublished - 1996

Fingerprint

Quality perception
Service encounter
Conjoint analysis
Quality measurement
Employee perceptions
Quality of service
Customer perception
Service quality
Operationalization
The Netherlands
Public transport
Criticism
Perceived service quality

Cite this

@article{43d3da09c6ec46c8bf67cc9e84c42813,
title = "Two sides of the same story : measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument",
abstract = "The measurement of perceived service quality using the well-known SERVQUAL instrument has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this quality measurement tool as well as its empirical operationalization. In this paper, we present a complementary approach to measuring service quality, based on conjoint analysis. We discuss the integration of the SERVQUAL instrument and conjoint analysis in the context of service encounters in public transport in the Netherlands. Furthermore, it is examined whether there is a difference between employee and customer perceptions of service quality. On the basis of results, a difference between these two actors in the service encounter can be confirmed.",
author = "{Ruyter, de}, J.C. and M.G.M. Wetzels",
year = "1996",
doi = "10.1080/09544129610504",
language = "English",
volume = "7",
pages = "595--603",
journal = "Total Quality Management",
issn = "0954-4127",
publisher = "Routledge Taylor & Francis Group",
number = "6",

}

Two sides of the same story : measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument. / Ruyter, de, J.C.; Wetzels, M.G.M.

In: Total Quality Management, Vol. 7, No. 6, 1996, p. 595-603.

Research output: Contribution to journalArticleAcademicpeer-review

TY - JOUR

T1 - Two sides of the same story : measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument

AU - Ruyter, de, J.C.

AU - Wetzels, M.G.M.

PY - 1996

Y1 - 1996

N2 - The measurement of perceived service quality using the well-known SERVQUAL instrument has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this quality measurement tool as well as its empirical operationalization. In this paper, we present a complementary approach to measuring service quality, based on conjoint analysis. We discuss the integration of the SERVQUAL instrument and conjoint analysis in the context of service encounters in public transport in the Netherlands. Furthermore, it is examined whether there is a difference between employee and customer perceptions of service quality. On the basis of results, a difference between these two actors in the service encounter can be confirmed.

AB - The measurement of perceived service quality using the well-known SERVQUAL instrument has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this quality measurement tool as well as its empirical operationalization. In this paper, we present a complementary approach to measuring service quality, based on conjoint analysis. We discuss the integration of the SERVQUAL instrument and conjoint analysis in the context of service encounters in public transport in the Netherlands. Furthermore, it is examined whether there is a difference between employee and customer perceptions of service quality. On the basis of results, a difference between these two actors in the service encounter can be confirmed.

U2 - 10.1080/09544129610504

DO - 10.1080/09544129610504

M3 - Article

VL - 7

SP - 595

EP - 603

JO - Total Quality Management

JF - Total Quality Management

SN - 0954-4127

IS - 6

ER -