Using question order for predictive service quality measures

Purpose - Previous research shows that question order affects responses, but does not indicate which order is more accurate. This study aims to examine the effect of three question orders on measurements of SERVQUAL and global quality in an effort to determine which order produced the most predictiv...

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Veröffentlicht in:	The Journal of services marketing 2008-05, Vol.22 (3), p.255-262
Hauptverfasser:	DeMoranville, Carol W, Bienstock, Carol C, Judson, Kim
Format:	Artikel
Sprache:	eng
Schlagworte:	Attitude surveys Customer satisfaction Customer services Customer services quality Influence Politics Polls & surveys Quality Quality of service Questionnaires SERVQUAL Studies
Online-Zugang:	Volltext
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