Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash C. - In: Journal of Services Marketing 13 (1999) 2, pp. 132-150
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a...
