Focuses on one of the most widely used service quality measurement scales, SERVQUAL, and looks at some of the areas of concern which have recently been raised regarding its viability as a comprehensive measurement tool for the service industry as a whole. While acknowledging the significant...

Continues earlier work which described in some detail the theoretical basis and rationale for developing a modified SERVQUAL instrument (P‐C‐P attributes model) for measuring service quality. Provides a brief overview to service quality highlighting some of the more pertinent and as yet...