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Towards Global Service Quality Dimentions: an Exploration of Community in Service quality Management across Industries

Yap, David, Timbrell, Gregory T., Gable, Guy G., & Chan, Taizan (2007) Towards Global Service Quality Dimentions: an Exploration of Community in Service quality Management across Industries. In 18th Australasian Conference on Information Systems - ACIS2007, 5-7 December 2007, Toowoomba.

Abstract

Services and service quality have become increasingly important competitive differentiators for firms, as well as contributors to national economies. Due to the relative uniqueness of each service, there is little consensus on the dimensions for service quality evaluation. The best known and most widely used of several instruments for measuring service quality is SERVQUAL (1988). Yet, tests of SERVQUAL's reliability and validity have been mixed. This paper presents results from cross-referencing seven service quality measurement models from seven different industries, with SERVQUAL. Results indicate that only the 'assurance' and 'empathy' dimensions are represented across all seven industries, while other attributes in the various industry-instruments either map partially or did not map onto SERVQUAL's (1988) five dimensions. From the mappings, several important gaps in the industry instruments are identified. These results suggest potential from a harmonized set of global service quality dimensions.

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ID Code: 13957
Item Type: Conference Paper
Additional Information: The contents of this conference can be freely accessed online via the conference's web page (see hypertext link).
Additional URLs:
ISBN: 9780909756963
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Information Systems Management (080609)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > School of Information Systems
Copyright Owner: Copyright 2007 (The authors)
Deposited On: 03 Jul 2008
Last Modified: 29 Feb 2012 23:34

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