Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)

Early writing on the topic of service quality suggested that perceived service quality results from a comparison of what customers feel a service provider should offer (i.e., their expectations) with how the provider actually performs (Grönroos 1982; Lehtinen and Lehtinen 1982; Lewis and Booms 1983; Sasser, Olsen, and Wyckoff 1978).