文章基本信息

标题：Measuring retail service quality: A replication study
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作者：Christo Boshoff ; Nic S. Terblanché
期刊名称：South African Journal of Business Management
印刷版ISSN：2078-5585
电子版ISSN：2078-5976
出版年度：1997
卷号：28
期号：4
页码：123-128
DOI：10.4102/sajbm.v28i4.797
出版社：African Online Scientific Information Systems
摘要：In the recent past, few services marketing topics have attracted as much attention as the measuring and management of service quality. In this study an instrument developed in the United States of America, which measures the service quality in a South African retail environment, is empirically evaluated. The retail service quality instrument has been shown to be a valid and reliable instrument and the developers' claim of construct reliability can be supported.