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Zeithaml 85 Conceptual Model

The document discusses a conceptual model of service quality known as SERVQUAL, published in the Journal of Marketing in January 1985. It has garnered significant attention with over 11,660 citations and 314,581 reads. The authors include A Parsu Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, who are notable figures in the field of marketing research.

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16 views11 pages

Zeithaml 85 Conceptual Model

The document discusses a conceptual model of service quality known as SERVQUAL, published in the Journal of Marketing in January 1985. It has garnered significant attention with over 11,660 citations and 314,581 reads. The authors include A Parsu Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, who are notable figures in the field of marketing research.

Uploaded by

teotzin.pruneda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/225083670

A Conceptual Model of Service Quality and its Implication for Future Research
(SERVQUAL)

Article in Journal of Marketing · January 1985


DOI: 10.2307/1251430

CITATIONS READS
11,660 314,581

3 authors:

A Parsu Parasuraman Valarie A. Zeithaml


University of Miami University of North Carolina at Chapel Hill
157 PUBLICATIONS 140,674 CITATIONS 120 PUBLICATIONS 174,395 CITATIONS

SEE PROFILE SEE PROFILE

Leonard L Berry
Texas A&M University
232 PUBLICATIONS 140,170 CITATIONS

SEE PROFILE

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