Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
通过定性和实证研究，发现服务质量符合三阶因子模型，将感知质量与结果、互动和环境三个维度及其子维度联系起来，并验证了可靠性、响应性和共情性对感知质量的作用。
Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.