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Type: Journal article
Title: Service quality in the Australian advertising industry: a methodological study
Author: Quester, P.
Romaniuk, S.
Citation: Journal of Services Marketing, 1997; 11(3):180-192
Publisher: MCB UP Ltd
Issue Date: 1997
ISSN: 0887-6045
Statement of
Pascale Quester and Simon Romaniuk
Abstract: The issue of measuring service quality has been widely debated in the literature. Two main scales have been developed and criticized in the last few years: SERVQUAL and SERVPERF. Attempts to identify which one of these scales would be best suited for the purpose of Australian advertising agencies. SERVPERF was found to be the best overall predictor of service quality. Discusses the study’s limitations and makes suggestions for further research in the concluding section.
Rights: © MCB University Press
DOI: 10.1108/08876049710168672
Appears in Collections:Aurora harvest 7
Business School publications

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