A. “Parsu” Parasuraman is the Federated Professor of Marketing at Texas A&M University. He obtained his Bachelor of Technology degree in 2970 and Master of Business Administration degree in 1972 from leading universities in India. His Doctor of Business Administration degree, which he obtained in 1975, is from Indiana University, Bloomington, Indiana. Parsu teaches courses in the areas of services marketing, marketing research, and research methodology. Parsus research interests include services marketing, sales management, and marketing strategy. He is a recipient of several teaching and research awards. He has written numerous articles in journals such as the Journal of Marketing, Journal of Marketing Research, Journal of Services Marketing, and Business Horizons. He is the author of Marketing Research, a leading college textbook, and coauthor of Delivering Quality Service: Balancing Customer Perceptions and Expectations. His nezuest book, Marketing Services: Competing Through Quality, was published by The Free Press in August, 1991. Parsu is an active consultant to a number of major corporations.
Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model
Article first published online: 2 NOV 2006
Copyright © 1991 Wiley Periodicals, Inc., A Wiley Company
Human Resource Management
Special Issue: Performance Measurement and Management
Volume 30, Issue 3, pages 335–364, Autumn (Fall) 1991
How to Cite
Parasuraman, A., Berry, L. L. and Zeithaml, V. A. (1991), Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Hum. Resour. Manage., 30: 335–364. doi: 10.1002/hrm.3930300304
- Issue published online: 2 NOV 2006
- Article first published online: 2 NOV 2006
- Marketing Science Institute
This study empirically examines organizational barriers to delivering high-quality service performance as measured by customer perceptions and expectations. Using the extended service-quality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 35–48) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have practical implications and suggest an agenda for future organizational research.