8
Views
3
CrossRef citations to date
0
Altmetric
Research Articles

Measuring Service Quality with Instrument Variation in an SEM Framework

, , , &
Pages 47-63 | Published online: 17 Jun 2020

  • Anderson, J. An Approach for Confirmatory Measurement and Structural Equation Modeling of Organizational Properties. Management Science, 1987, 33:4, 525–41. An Approach for Confirmatory Measurement and Structural Equation Modeling of Organizational Properties. Management Science 33 525 41
  • Anderson, J. and D. Gerbing. Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 1988, 103:3, 411–23. Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin 103 411 23
  • Armstrong, J. and T. Overton. Estimating Nonresponse Bias in Mail Surveys. Journal of Marketing Research, 1977, 14:3, 396–402. Estimating Nonresponse Bias in Mail Surveys. Journal of Marketing Research 14 396 402
  • Babakus, E. and G. Boller. An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 1992, 24, 253–68. An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research 24 253 68
  • Bagozzi, R., Y. Yi, and L. Phillips. Assessing Construct Validity in Organizational Research. Administrative Science Quarterly, 1991, 36, 421–58. Assessing Construct Validity in Organizational Research. Administrative Science Quarterly 36 421 58
  • Bajtelsmit, V. and E. Worzala. Adversarial Brokerage in Residential Real Estate Transactions: The Impact of Separate Buyer Representation. Journal of Real Estate Research, 1997, 14:1/2, 65–76. Adversarial Brokerage in Residential Real Estate Transactions: The Impact of Separate Buyer Representation. Journal of Real Estate Research 14 65 76
  • Baryla, E. and L. Zumpano. Buyer Search Duration in the Residential Real Estate Market: The Role of the Real Estate Agent. Journal of Real Estate Research, 1995, 10:1, 1–13. Buyer Search Duration in the Residential Real Estate Market: The Role of the Real Estate Agent. Journal of Real Estate Research 10 1 13
  • Bollen, K. Structural Equations with Latent Variables. New York: John Wiley and Sons, 1989. Structural Equations with Latent Variables.
  • Brown, S. and T. Swartz. A Gap Analysis of Professional Service Quality. Journal of Marketing, 1989, 53, 92–98. A Gap Analysis of Professional Service Quality. Journal of Marketing 53 92 98
  • Burgers, A., K. Ruyter, C. Keen, and S. Streukens. Customer Expectation Dimensions of Voiceto-Voice Service Encounters: A Scale-Development Study. International Journal of Service Industry Management, 2000, 11:2, 142–61. Customer Expectation Dimensions of Voiceto-Voice Service Encounters: A Scale-Development Study. International Journal of Service Industry Management 11 142 61
  • Carman, J. Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing, 1990, 66:1, 33–55. Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing 66 33 55
  • Cronin, J. and S. Taylor. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 1992, 6, 55–68. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing 6 55 68
  • Deutskens, E., K. Ruyter, M. Wetzels, and P. Oosterveld. Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study. Marketing Letters, 2004, 15:1, 21–36. Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study. Marketing Letters 15 21 36
  • Elder, H., L. Zumpano, and E. Baryla. Buyer Brokers: Do They Make a Difference? Their Influence on Selling Price and Search Duration. Real Estate Economics, 2000, 28:2, 337–63. Buyer Brokers: Do They Make a Difference? Their Influence on Selling Price and Search Duration. Real Estate Economics 28 337 63
  • Evans, D. and L. Leighton. Retrospective Bias in the Displaced Worker Surveys. The Journal of Human Resources, 1995, 30:2, 386–97. Retrospective Bias in the Displaced Worker Surveys. The Journal of Human Resources 30 386 97
  • Fornell, C. and D. Larcker. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 1981, 18, 39–50. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 18 39 50
  • Fox, R., M. Crask, and J. Kim. Mail Survey Response Rate: A Meta-Analysis of Selected Techniques for Inducing Response. Public Opinion Quarterly, 1989, 52:4, 467–92. Mail Survey Response Rate: A Meta-Analysis of Selected Techniques for Inducing Response. Public Opinion Quarterly 52 467 92
  • Johnson, L., M. Dotson, and B. Dunlap. Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry. Journal of Real Estate Research, 1988, 3:2, 21–36. Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry. Journal of Real Estate Research 3 21 36
  • Kettinger, W. and C. Lee. Perceived Service Quality and User Satisfaction with the Information Services Function. Decision Sciences, 1995, 25, 737–66. Perceived Service Quality and User Satisfaction with the Information Services Function. Decision Sciences 25 737 66
  • Klemz, B. Assessing Contact Personnel/Customer Interaction in a Small Town: Differences Between Large and Small Retail Districts. Journal of Services Marketing, 1999, 13:3, 194– 207. Assessing Contact Personnel/Customer Interaction in a Small Town: Differences Between Large and Small Retail Districts. Journal of Services Marketing 13 194 207
  • McDaniel, J. and M. Louargand. Real Estate Brokerage Service Quality: An Examination. Journal of Real Estate Research, 1994, 9:3, 339–51. Real Estate Brokerage Service Quality: An Examination. Journal of Real Estate Research 9 339 51
  • Nelson, S. and T. Nelson. RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality. Journal of Real Estate Research, 1995, 10:1, 99–113. RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality. Journal of Real Estate Research 10 99 113
  • Parasuraman, A., L. Berry, and V. Zeithaml. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 1991, 67:4, 420–50. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing 67 420 50
  • Parasuraman, A., V. Zeithaml, and L. Berry. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 1988, 64:1, 12–40. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64 12 40
  • Parasuraman, A., V. Zeithaml, and L. Berry. Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research. Journal of Marketing, 1994a, 58, 111–24. Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research. Journal of Marketing 58 111 24
  • Parasuraman, A., V. Zeithaml, and L. Berry. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based On Psychometric and Diagnostic Criteria. Journal of Retailing, 1994b, 70:3, 201–31. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based On Psychometric and Diagnostic Criteria. Journal of Retailing 70 201 31
  • Podsakoff, P., S. MacKenzie, J. Lee, and N. Podsakoff. Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 2003, 88:5, 879–903. Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology 88 879 903
  • Reidenbach, R. and B. Sandifer-Smallwood. Exploring Perceptions of Hospital Operations by a Modified SERVQUAL Approach. Journal of Health Care Marketing, 1990, 10:4, 47–55. Exploring Perceptions of Hospital Operations by a Modified SERVQUAL Approach. Journal of Health Care Marketing 10 47 55
  • Scott, D. and D. Shieff. Service Quality Components and Group Criteria in Local Governments. International Journal of Service Industry Management, 1993, 4:4, 42–53. Service Quality Components and Group Criteria in Local Governments. International Journal of Service Industry Management 4 42 53
  • Seiler, M. Performing Financial Studies: A Methodological Cookbook. Upper Saddle River, NJ: Prentice Hall. 2004. Performing Financial Studies: A Methodological Cookbook.
  • Seiler, V., J.R. Webb, and T. Whipple. Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument. Journal of Real Estate Research, 2000, 20:1/2, 105–17. Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument. Journal of Real Estate Research 20 105 17
  • Seiler, V., M. Seiler, and J.R. Webb. Impact of Homebuyer Characteristics on Service Quality in Real Estate Brokerage. International Real Estate Review, 2006, 9:1, 44–61. Impact of Homebuyer Characteristics on Service Quality in Real Estate Brokerage. International Real Estate Review 9 44 61
  • Seiler, V., M. Seiler, D. Winkler, G. Newell, and J.R. Webb. Service Quality Dimensions in Residential Real Estate Brokerage. Journal of Housing Research, 2008, 17:2, 101–17. Service Quality Dimensions in Residential Real Estate Brokerage. Journal of Housing Research 17 101 17
  • Sirmans, G. and E. Ferreira. The Pricing of Housing and Mortgage Services for First-time Versus Repeat Homebuyers. Journal of Real Estate Research, 1995, 10:1, 115–27. The Pricing of Housing and Mortgage Services for First-time Versus Repeat Homebuyers. Journal of Real Estate Research 10 115 27
  • Shao, C., J. Baker, and J. Wagner. The Effects of Appropriateness of Service Contact Personnel Dress On Customer Expectations of Service Quality and Purchase Intention: The Moderating Influences of Involvement and Gender. Journal of Business Research, 2004, 57:10, 1164–76. The Effects of Appropriateness of Service Contact Personnel Dress On Customer Expectations of Service Quality and Purchase Intention: The Moderating Influences of Involvement and Gender. Journal of Business Research 57 1164 76
  • Shook, C., D. Ketchen Jr., G. Hult, and K. Kacmar. An Assessment of the Use of Structural Equation Modeling in Strategic Management Research. Strategic Management Journal, 2004, 25:4, 397–404. An Assessment of the Use of Structural Equation Modeling in Strategic Management Research. Strategic Management Journal 25 397 404
  • Smith, T., J. Coyle, E. Lightfoot, and A. Scott. Reconsidering Models of Influence: The Relationship between Consumer Social Networks and Word-of-Mouth Effectiveness. Journal of Advertising Research, 2007, 47:4, 387–97. Reconsidering Models of Influence: The Relationship between Consumer Social Networks and Word-of-Mouth Effectiveness. Journal of Advertising Research 47 387 97
  • Sutton, R. and B. Staw. What Theory is Not. Administrative Science Quarterly, 1995, 40:3, 371–85. What Theory is Not. Administrative Science Quarterly 40 371 85
  • Taylor, S., A. Sharland, J. Cronin and W. Bullard. Recreational Service Quality in the International Setting. International Journal of Service Industry Management, 1993, 4:4, 68– 86. Recreational Service Quality in the International Setting. International Journal of Service Industry Management 4 68 86
  • Teas, K. Expectations, Performance Evaluation, and Consumers' Perceptions of Quality. Journal of Marketing, 1993, 57:4, 18–35. Expectations, Performance Evaluation, and Consumers' Perceptions of Quality. Journal of Marketing 57 18 35
  • Teas, K. Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment. Journal of Marketing, 1994, 58:1, 132–40. Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment. Journal of Marketing 58 132 40

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.