6 - service quality models

SVM125 Quarter 3 SY 2010-11 1

Lecture 6

SERVICE QUALITY MODELS


Quality Models help us

understand the complexity of

service quality.


The Perceived Service Quality Model

(Gronroos, 1982)

Source: Gronroos, C. (1991). “Quality Comes to Service,”

in The Service Quality Handbook.


Service Quality Model (Zeithaml et al., 1988)


Bolton, Drew (1991)


SERVQUAL vs. SERVPERF (Cronin and

Taylor, 1992) • Servqual

Quality = f (Performance, Expectations)

• Servperf

Quality = f (Performance)

Better measurement of Service Quality

The 5 factors were the same across both

models

Service Quality is a long-term attitude which

is best measured by just perceptions instead

of Expectancy-Disconfirmation


Rust and Oliver (1994)


Storbacka (1994)


Rust, Zahorik, Keiningham (1995)


The Five-Gap Model of Service Quality

Source: Adapted from

Kotler, P, Bowen, J and

Makens, J.

(1996). Marketing for

Hospitality and

Tourism. Upper Saddle

River, NJ: Prentice

Hall, p. 358.


Dabholkar, Thorpe and Rentz, 1996


ACSI Model (Fornell,1996)


Service Profit Chain (Heskett, Sasser, and

Schlesinger, 1997)


Brady and Cronin (2001)


Comprehensive Model (Brady et al., 2005)


Dynamic Service-Profit Chain (Pasupathy

and Triantis, 2007)


Dynamic Service-Profit Chain

Operational Model

6 - service quality models

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