Quality Measurement in Professional Services Firms
Abstract
The Purpose of This Paper is to Examine the Nature of the Association between Service Quality as Perceived by Consumers and its Determinants. in Particular, the SERVQUAL Instrument is Discussed and Then It is Demonstrated How It Can Be Adapted 1.0 Fit the Needs of Small Professional Services Firms using a CPA Firm as an Example. the Entire Analysis Can Be Performed with a Spreadsheet Package and the Results Are Easy to Interpret. the Results Are Presented and the Managerial Implications Are Discussed. © 1991 Taylor & Francis Group, LLC.
Recommended Citation
Bojanic, D. C. (1991). Quality Measurement in Professional Services Firms. Journal of Professional Services Marketing, 7(2), pp. 27-36. Taylor and Francis Group; Routledge.
The definitive version is available at https://doi.org/10.1300/J090v07n02_04
Department(s)
Business and Information Technology
International Standard Serial Number (ISSN)
0748-4623
Document Type
Article - Journal
Document Version
Citation
File Type
text
Language(s)
English
Rights
© 2023 Taylor and Francis Group; Routledge, All rights reserved.
Publication Date
06 Nov 1991
