Consumer Perception of Service Quality: Do We Need Industry Specific Scales or Can We Use SERVQUAL? An Analysis in The Context of The Airline Industry

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Published: 1997-12-30

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Jochen Wirtz
Prem N. Shamdasani

Abstract

Consumer Perception of Service Quality: Do We Need Industry Specific Scales or Can We Use SERVQUAL? An Analysis in The Context of The Airline Industry


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Article Details

Issue

Vol. 2 No. 1&2 (1997)

Section

Original Articles
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This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Jochen Wirtz, & Prem N. Shamdasani. (1997). Consumer Perception of Service Quality: Do We Need Industry Specific Scales or Can We Use SERVQUAL? An Analysis in The Context of The Airline Industry. Asian Academy of Management Journal, 2(1&2). https://ejournal.usm.my/aamj/article/view/aamj_vol2-no-1and2-1997_2