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  • Zeithaml 85 Conceptual Model

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    Fadillah Manuhutu
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    This document summarizes a 1985 article by Parasuraman, Zeithaml, and Berry that proposed a conceptual model of service quality. The model identified five dimensions that define service quality - tangibles, reliability, responsiveness, assurance, and empathy. It suggested this framework could help guide further research on measuring and understanding service quality in various contexts. The document lists the authors and their publication and citation counts, and provides a link to view the full publication details on ResearchGate.

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    This document summarizes a 1985 article by Parasuraman, Zeithaml, and Berry that proposed a conceptual model of service quality. The model identified five dimensions that define service quality - tangibles, reliability, responsiveness, assurance, and empathy. It suggested this framework could help guide further research on measuring and understanding service quality in various contexts. The document lists the authors and their publication and citation counts, and provides a link to view the full publication details on ResearchGate.

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    7 views11 pages

    Zeithaml 85 Conceptual Model

    Uploaded by

    Fadillah Manuhutu
    This document summarizes a 1985 article by Parasuraman, Zeithaml, and Berry that proposed a conceptual model of service quality. The model identified five dimensions that define service quality - tangibles, reliability, responsiveness, assurance, and empathy. It suggested this framework could help guide further research on measuring and understanding service quality in various contexts. The document lists the authors and their publication and citation counts, and provides a link to view the full publication details on ResearchGate.

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    See discussions, stats, and author profiles for this publication at: https://www.researchgate.

    net/publication/313630867

    A Conceptual Model of Service Quality and Its Implications for Future Research

    Article · January 1985

    CITATIONS READS

    4,875 2,817

    3 authors:

    A Parsu Parasuraman Valarie A. Zeithaml


    University of Miami University of North Carolina at Chapel Hill
    156 PUBLICATIONS   71,420 CITATIONS    117 PUBLICATIONS   92,958 CITATIONS   

    SEE PROFILE SEE PROFILE

    Leonard L Berry
    Texas A&M University
    149 PUBLICATIONS   71,181 CITATIONS   

    SEE PROFILE

    Some of the authors of this publication are also working on these related projects:

    Digitally Rich Experiences View project

    Cost-Effective Service Excellence View project

    All content following this page was uploaded by Valarie A. Zeithaml on 25 October 2017.

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