전체 글
Expected Service
Perceived Service
Service delivery (including pre- and post-contracts)
Translation of perceptions into service quality specs
Management perceptions of consumer expectations
External communications
Consumers Gap 5
Gap 4 Gap 3
Gap 2 Consumer
Provider
Gap 1
Figure 1. Service Quality Model
source: Parasuraman , Zeithaml , & Berry. (1985). A conceptual model of service quality and its implications for future research. J Mark, 49, 44.
수치
관련 문서
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waiting time for service, customer complaints, waiting time for service, customer complaints, cleanliness, food quality, order accuracy,. cleanliness, food quality,
Berry, “A conceptual model of service quality and its implications for future research,” Journal of Marketing,
수집 연구의 양질(quantity and quality)을 높이기 위해서 국외의 학술지 중에서 Journal of Marketing, Journal of Marketing Research,
