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See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/225083670

A Conceptual Model of Service Quality and itsImplication for Future Research (SERVQUAL)

 ARTICLE  in  JOURNAL OF MARKETING · JANUARY 1985

Impact Factor: 5.47 · DOI: 10.2307/1251430

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3 AUTHORS, INCLUDING:

Valarie A. Zeithaml

University of North Carolina at Chapel Hill

69 PUBLICATIONS  44,435 CITATIONS 

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Leonard L Berry

Texas A&M University

105 PUBLICATIONS  33,151 CITATIONS 

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Available from: Valarie A. Zeithaml

Retrieved on: 01 March 2016

https://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_4https://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_5https://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_5https://www.researchgate.net/?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_1https://www.researchgate.net/profile/Leonard_Berry?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_7https://www.researchgate.net/institution/Texas_A_M_University?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_6https://www.researchgate.net/profile/Leonard_Berry?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_5https://www.researchgate.net/profile/Leonard_Berry?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_4https://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_7https://www.researchgate.net/institution/University_of_North_Carolina_at_Chapel_Hill?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_6https://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_5https://www.researchgate.net/profile/Valarie_Zeithaml?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_4https://www.researchgate.net/?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_1https://www.researchgate.net/publication/225083670_A_Conceptual_Model_of_Service_Quality_and_its_Implication_for_Future_Research_SERVQUAL?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_3https://www.researchgate.net/publication/225083670_A_Conceptual_Model_of_Service_Quality_and_its_Implication_for_Future_Research_SERVQUAL?enrichId=rgreq-9d3a8362-33ca-4a80-b90a-e80094e3af92&enrichSource=Y292ZXJQYWdlOzIyNTA4MzY3MDtBUzoxNDY4MTcxODIzNDMxNjhAMTQxMjAxNTM1MjA1Nw%3D%3D&el=1_x_2

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