cronin 1992

Measuring Service Quality: A Reexamination and Extension

good article - trying to sort the eternal problem of Service quality ? customer satisfaction / intentions
links well into value.
one of the key articles as it really tries to dig into the issues and arguments.
highlights how complicated the whole issue is.
is serice quality different from satisfaction? how?
uses SERVQUAL (parasuraman, zeithaml, berry 1988)
importance weighted SERVQUAL
SERVPERF
inportance-weighted version of SERVPERF
medium sized city in US
660 usuable questionnaires
banking, fast food, dry cleaning, pest control
generalizable?