Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model
实证检验了组织在提供高质量服务时面临的障碍，基于扩展的服务质量模型，对五家服务公司的顾客、一线员工和管理者进行调查，为管理者改进服务提供参考。
Abstract This study empirically examines organizational barriers to delivering high‐quality service performance as measured by customer perceptions and expectations. Using the extended service‐quality model developed by Zeithaml, Berry, and Parasuraman ( Journal of Marketing , 52, 35–48) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have practical implications and suggest an agenda for future organizational research.